BLANK AST 2 (Customer Service Representative)

Join our team at the Veterinary Genetics Laboratory (VGL), a non-profit, accredited, and globally renowned laboratory at the forefront of animal DNA testing. As part of the UC Davis School of Veterinary Medicine, we specialize in DNA testing for various animal species, from domestic to exotic wildlife. We’re currently seeking a dynamic Customer Service Representative who not only excels in telephone customer service but also possesses a passion for animals and genetic testing. In this role, you’ll be instrumental in providing exceptional support to our diverse clientele, guiding them through our various services, including animal identification, parentage verification, forensics, genetic diagnostic testing, and research. As part of our mission, you’ll play a vital role in promoting education and scientific advancement in animal genetics. If you’re looking to make a meaningful impact in both the scientific and animal welfare communities, this is the opportunity for you. Join us in our pursuit of highly accurate DNA testing and the advancement of animal genetics. Apply now and become part of our dedicated team driving innovation and excellence in DNA testing for animals.

Under supervision of management, serve as a member of the Customer Service & Public Relations team for a high throughput service laboratory, the Veterinary Genetics Laboratory (VGL). Serve as initial point of contact for communicating scientific and general information regarding all aspects of DNA testing via telephone, email and regular mail to customers, breeders and breed associations. Duties include: manage and respond to customer inquiries about online ordering; resolve issues with sample submission, sample receipt and test results; mail test kits to customers; respond to customer billing inquires, procure credit card payment information and initiate refunds. Communicate and interact with VGL administrators, sections leaders, researchers and staff.

Position Information

WORK ENVIRONMENT

·       The Smoke and Tobacco Free Environment policy is intended to provide a healthier, safer, and more productive work and learning environment for the entire UC community. The University of California prohibits smoking and tobacco use at all University owned or leased properties, or facilities operated by UC staff or faculty. Smoking and tobacco use are strictly prohibited in indoor and outdoor spaces, parking lots, residential space, and University vehicles. https://ucdavispolicy.ellucid.com/documents/view/271

MINIMUM QUALIFICATIONS

Minimum Education/Experience:

·       Experience using a customer management, sample tracking or similar system to extract necessary information.

·       Experience multi-tasking and maintaining a professional demeanor in an environment of constant interruptions and multiple deadlines and sensitive issues.

Minimum Knowledge, Skills, and Abilities (KSA):

·       Skill to provide customer service support over the phone, including use of de-escalation and call control techniques to keep customers calm and satisfied.

·       Customer service, interpersonal, oral and written communication skills to effectively interact with a diverse group of individuals, from laboratory personnel and /or outside customers in a professional and effective manner.

·       Skill to be meticulous, detail oriented and proofread work for accuracy and completeness, and retain focus on the work at hand in a noisy environment with many distractions.

·       Skill to learn procedures quickly and to follow detailed protocols with minimal supervision, while managing multiple deadlines.

·       Skills to handle difficult, sensitive and /or confidential issues with diplomacy and to exercise discretion and protect confidentiality of records.

PREFERRED QUALIFICATIONS

Preferred Education/Experience:   

·       Experience working in a service oriented high throughput laboratory.

·       Experience working in an animal-related field.

Preferred Knowledge, Skills, and Abilities (KSA):

·       Knowledge of the animal breeding and/or veterinary field and skill to respond to inquiries and convey basic genetic and scientific information to customers, breed registries and general public.

·       Knowledge of basic genetics, including modes of inheritance, is a plus.

SPECIAL REQUIREMENTS

Background Check

This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity checks.

Diversity, Equity, Inclusion and Belonging

At UC Davis, we’re solving life’s most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don’t just maintain - we improve. We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds, and you belong here. As you consider joining UC Davis, please explore our Principles of Community , our Clinical Strategic Plan  and strategic vision  for research and education, and our latest efforts to outgrow the expected . The University of California, Davis is an Equal Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California’s Affirmative Action Policy please visit:  https://policy.ucop.edu/doc/4010393/PPSM-20.    

For the University of California’s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination .