Customer Service Specialist

Customer Service Specialist

Black Canyon Consulting (BCC) is searching for a Customer Service Specialist to support our work at the National Institutes of Health (NIH) in Bethesda, MD.  The Customer Service Specialist will be a member of the NIH Manuscript Submission (NIHMS) Production Team at NCBI and will be responsible for assisting authors, principal investigators, publishers, and others working to support compliance with the public access policies of numerous federal agencies and private research funders. General duties will include responding to customer correspondence and performing submission processing tasks in collaboration with internal and external teams.

The National Center for Biotechnology Information (NCBI) is part of the National Library of Medicine (NLM) at National Institutes of Health (NIH). NCBI uses the web to advance science and health by providing free access to biomedical and genomic information, and as a result it is one of the top 400 most visited sites in the world. NCBI is a diverse group of smart and talented people with various backgrounds, who collaborate in building critically valuable services for the public. NCBI is home to PubMed and is part of the U.S. National Library of Medicine (NLM), located in Bethesda, MD.

Required Skills/Qualifications

• Minimum Education Requirement: Bachelor’s degree.
• Two years experience in a customer service environment.
• Demonstrated experience working effectively as a member of a team.
• Excellent written and verbal communication skills, including the ability to clearly and professionally communicate technical and non-technical information to a variety of stakeholders.
• Strong analytical and problem-solving skills.
• Proficiency with basic computer applications.
• Familiarity with online publications, specifically electronic journals or books.
• Positive attitude; exhibits adaptability and flexibility in a matrixed, high-volume work environment.
• Curious and proactive.

Preferred Skills

• Working knowledge of a customer relationship management (CRM) platform such as Microsoft Dynamics.
• Experience with UNIX/Linux in a data production environment.
• Basic knowledge of XML.

Benefits and Salary

We attract the best people in the business with our competitive benefits package that includes medical, dental and vision coverage, 401k plan with employer contribution, paid holidays, vacation, and tuition reimbursement.

We offer a competitive salary commensurate with experience and location. The targeted range for this position is $70,000 - $85,000.

If you enjoy being a part of a high performing, professional service and technology focused organization, please apply today!