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TITLE

 

Customer Care Associate

COMPANY

 

Science Exchange

LOCATION

 

Palo Alto, CA, US

Description

Science Exchange is seeking a new customer care team member. We are looking for someone with a  background in biology or another life science, a passion for delivering excellent customer experience, and an interest in learning more about drug discovery and biotechnology. You’ll have the opportunity to learn about our business and the drug discovery/biotech industry while interacting directly with our customers as part of a motivated and collaborative team.

Responsibilities:

        Provide our customers with outstanding service in all stages of their experience from marketplace navigation and account settings to provider selection and support
        Be a Science Exchange product and marketplace expert to help current and potential customers advance their research objectives
        Build trust with clients and ensure compliance with company policies and regulations
        Collect customer feedback to share with engineering and product teams to continually improve the Science Exchange platform
        Improve support processes and increase efficiency to allow the team to maintain a high level of support as the customer base grows

Requirements:

        Undergraduate degree (B.A. or B.S.) in the physical or life sciences, research/ laboratory experience preferred
        Technical support or customer support experience is a plus
        Excellent verbal and written communication skills, able to respond informatively, concisely, and rapidly to inquiries
        Outstanding organization, planning, critical thinking and problem-solving skills; you should be detail-oriented and able to organize your own workflow with direction from your manager
        Technical proficiency in web-based software and ability to quickly learn our tools and product functionality
        Interest in researching and discussing a wide range of scientific topics
        Passion for customer service and ownership of the customer experience, including comprehensive issue resolution
        Tenacity, patience, and a willingness to learn. Must have a can-do/will-do attitude; able to execute in a high-pressure, fast-moving work environment.

About Science Exchange:

We are a fast-growing company on a mission to enable breakthrough scientific research. We connect researchers and service providers through our online marketplace and hands-on concierge service, and promote scientific collaboration that will help improve the quality and efficiency of research. Our headquarters are in Palo Alto, California, but we are a truly global company with employees all over the U.S., Europe and Asia/Pacific. Our talented and passionate team includes developers, designers, marketers, and scientists that are charged with bringing intellectual rigor and creativity to every decision we make. We have a radically candid culture in which we hold each other to high expectations. Ready to join us?

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