Customer Service and Public Relations Supervisor (ADMIN SUPV 1)

Under supervision of the Community Engagement and Outreach Coordinator, serve as a member of and supervisor to the Customer Service & Public Relations team for a high throughput DNA testing service oriented laboratory, the UC Davis Veterinary Genetics Laboratory (VGL). Supervise and communicate scientific and general information regarding all aspects of DNA testing via telephone, email, regular mail, and social media to general customers, breeders, breed associations, and other contract clients. Duties include managing and responding to customer inquiries via phone, email and social media platforms regarding online ordering, resolving issues with sample submissions, sample receipt and test results; supervising preparation and mailing of test kits to customers; responding to customer billing inquires, procuring credit card payment information and initiating refunds; directly supervising a team of three customer service representatives to ensure that the laboratory's clients are receiving excellent customer support. Distribute work assignments and workload as needed to ensure timely responses to clientele.

Develop, and implement innovated ways to improve communication with various VGL clientele. Communicate and interact with VGL administrators, supervisors, researchers and staff as needed to assist with client/sample issues and improvement of processes and inter-unit communication.

RECRUITMENT PERIOD ONE MONTH: Applicants will be screened after two weeks; and then on a weekly basis. The position can be filled prior to the removal date.

Apply By Date: February 21, 2025

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position

• Bachelors in the sciences.
• Supervisory experience in a complex service/sales customer support unit, preferably in a veterinary- or animal-related field.
• Experience multi-tasking and maintaining a professional demeanor in an environment of constant interruptions and multiple deadlines and diplomacy and discretion to handle confidentiality of records.
• Experience leading and developing a service-oriented, multi-modal call center.
• Skill to provide customer service support over the phone, including use of de-escalation and call control techniques to ensure customer satisfaction.
• Demonstrated evidence of interpersonal, oral and written communication, active listening, critical thinking, persuasiveness, advising, and counseling 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 and staff.

Preferred Qualifications

• Educational training in animal biology, animal genetics, or related field.
• Supervisory experience leading a team of more than 2 employees, setting expectations, evaluating performance, motivating, training, and initiating corrective action.
• Knowledge of animal breeding, basic genetics, and the veterinary field.
• Skill to respond to inquiries and convey basic genetic concepts and scientific information to breed registries and the general public.

Key Responsibilities

• 65% - Customer Service Supervision and Support
• 20% - Administrative Support
• 5% - Outreach Support
• 10% - Miscellaneous

Department Overview

Join our team at the UC Davis 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 and Public Relations Supervisor who not only excels in customer service solutions but also possesses a knowledge and passion for animals and genetic testing. In this role, you will 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 services. You will supervise and support a collaborative team of four customer service representatives, and as part of our mission, you will play a vital role in promoting education and scientific advancement in animal genetics.

Apply now and become part of our dedicated team driving innovation and excellence in DNA testing for animals.

POSITION INFORMATION

• Salary or Pay Range: $67,700.00 - $120,500.00/year
• Salary Frequency: Monthly
• Salary Grade: Grade 21
• UC Job Title: ADMIN SUPV 1
• Number of Positions: 1
• Appointment Type: Career
• Percentage of Time: 100%
• Shift Hours: M-F 8AM-5PM
• Location: Davis, Ca
• Union Representation: No
• Benefits Eligible: Yes
• This position is 100% on-site

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

* High quality and low-cost medical plans to choose from to fit your family's needs
* UC pays for Dental and Vision insurance premiums for you and your family
* Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
* Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Access to free professional development courses and learning opportunities for personal and professional growth
* WorkLife and Wellness programs and resources
* On-site Employee Assistance Program including access to free mental health services
* Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
* Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
* Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here
* UC Davis cares about building a community, which is why we provide resources to enhance diversity, equity and inclusion as well as Employee Resource Groups (ERGs) to support our staff

Physical Demands

• Standing - Occasional Up to 3 Hours
• Walking - Occasional Up to 3 Hours
• Sitting - Frequent 3 to 6 Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Bending/Stooping - Occasional Up to 3 Hours
• Squatting/Kneeling - Occasional Up to 3 Hours
• Twisting - Occasional Up to 3 Hours
• Reaching overhead - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Frequent 3 to 6 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving/reasoning - Occasional Up to 3 Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Frequent 3 to 6 Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Frequent 3 to 6 Hours
• Customer/Patient Contact - Frequent 3 to 6 Hours
• Multiple Concurrent Tasks - Frequent 3 to 6 Hours

Work Environment

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

This position is a full on-site position and the VGL is currently located on the Davis campus but will be relocating to Aggie Square on the UC Davis Sacramento campus ~ tentatively Winter of 2026. The employee must have reliable means of transportation to travel to offsite work locations as needed. Performs other duties as assigned This job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization. Complies with all policies and standards. Percentages of time allocated to functions are a guideline only. Individual assignments and time actuallyworked in each functional area may vary based on the department's operational needs.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
• The duties or functions of this position include the handling of cash (or cash equivalents)

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

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

Because we want you to be seen, our recruiting process at UC Davis fosters authenticity, diversity, and inclusion. Studies have shown that some people may not apply to jobs unless they meet every single qualification. Each unique role at UC Davis has a set of requirements and you could be perfect for this role, or you could be perfect for the next role! Don't meet all the requirements? We still encourage you to apply! #YouBelongHere

To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks