Customer Service Representative
Eton Bioscience
Greater Boston
About Eton Bioscience:
Eton Bioscience Inc is a privately held company headquartered in sunny San Diego, at the heart of the biotech scene. Since our founding in 2003, we have been contributing to the biological research community by providing support to both academia and industry with our services. We strive to provide the absolute best through our competitive pricing, reliable service and quality care to our customers. By developing and utilizing the latest innovative techniques, we hope to become a powerful resource for your research needs. At Eton we deliver services, not words. We are devoted to meeting the research community’s need for quality DNA sequencing and oligo synthesis. We also provide a variety of custom services as well as our own line of products. Initially only serving the local San Diego area, we have now expanded to provide our services to research institutions worldwide.
Summary of Role:
Our branch/lab located in Charlestown, MA is looking for a Customer Service Representative to join our team. This individual will act as a liaison, providing information regarding our DNA Sequencing, Oligonucleotide Synthesis and DNA Prep services. In addition, the individual will resolve any emerging problems that our customers may face with accuracy and efficiency. We are looking for someone that is genuinely excited to help customers and is ready to take on problem-solving with a positive attitude! Ability to communicate effectively though phone or email correspondence is a must, and patience and empathy towards tough situations is a plus. The Customer Service Representative’s main responsibility will be to ensure excellent service standards, respond efficiently to customer inquiries, and provide troubleshooting support while maintaining high customer satisfaction.
Essential Duties and Responsibilities:
- Manage incoming customer inquiries and troubleshooting requests via phone and email
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Handle customer complaints, provide appropriate solutions and alternatives within a timely fashion; follow up to ensure resolution
- Stay up to date on all lab protocols and service updates to better assist customers with questions (will be trained on sequencing lab processes)
- Keep records of customer interactions, process customer accounts and file documents
- Take the extra mile to engage customers
- Analyze sequencing data and setup re-work based on analysis
- Consistent communication with team members
- All other duties as assigned
Required Qualifications:
- Customer support experience or experience in a customer-facing role or general interest in getting into customer service in the biological field
- Strong verbal and written communication skills
- Customer orientation and ability to adapt/respond to different types of characters
- Ability to multi-task, prioritize, and manage time effectively
Education Requirements:
- Bachelor’s Degree (biological sciences field)
Job type: FULL_TIME
Experience: 2 Year