Customer Service Specialist

Company: Medical Science & Computing (MSC), a Dovel com
Location: Bethesda
Posted on: May 3, 2021

Job Description:

OverviewThe 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.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-initiated correspondence and performing basic manuscript processing tasks in collaboration with internal and external teams.Duties & Responsibilities Providing accurate and timely application support via e-mail and phone to customers navigating a manuscript submission system. Communicating with authors of scientific and medical research articles. Tracking and managing submitted manuscripts. Quality assurance and troubleshooting.RequirementsRequired qualifications: Minimum Education Requirement: Bachelor's degree. Two years experience in a customer service environment. Familiarity with online publications, specifically electronic journals or books. Positive attitude; displays flexibility in a matrixed and high-volume work environment. Demonstrated experience working effectively as a member of a team. Ability to effectively communicate technical and non-technical information to researchers and data providers. Ability to work with complex, detailed information and make decisions based on that information - that is, think analytically. Excellent verbal and written communication skills. Excellent organizational skills. Familiarity with general computer applications.Preferred qualifications: Experience working in a customer relationship management (CRM) platform such as Microsoft Dynamics. Experience managing production workflow of an online publication. Knowledge of XML. Experience with UNIX/Linux in a data production environment.Company DescriptionWe are a trusted government partner that blends deep domain expertise with advanced technologies to help our customers solve complex problems that improve, protect, and save lives. As a rapidly growing company, we combine entrepreneurial spirit, customer focus, and an outcomes-based approach to support agency missions in health IT, life sciences, public safety, and grants management.The Dovel Family of Companies offers employees an opportunity to advance beyond a specific role or contract, we offer a path to develop an enriching career. We believe in empowering a culture of innovation, customer success, and employee growth.What you'll get...Time Off! Flexible schedules and company paid holidays allow you to take the time you need.Investment in YOU! 401(K) company contributions are yours to keep with no waiting period.Choices! Unique healthcare plans to choose from with options like fertility and orthodontia benefits. Discovery! With our tuition assistance and training programs, we support your career advancement.Tax Savings! Enroll in pre-tax Health or Dependent Care Flexible Spending, HSA with company contributions, parking, and/or transit commuter benefits.Support! Working parents and busy professionals - we've got you covered with a supportive culture, confidential Employee Assistance Program and a membership to .Perks! Employee discounts, peer recognition programs, company-wide wellness challenges, and fun community events.A Voice! A unique culture where you can influence decisions and have your voice heard.We are an Equal Opportunity Employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, disability, or veteran status.

Keywords: Medical Science & Computing (MSC), a Dovel com, Bethesda , Customer Service Specialist, Other , Bethesda, Maryland