About the Role
Title: Customer Experience Specialist I
Location: VA-Manassas
Department Customer Service
Job ID: 2025-3918
Role Type: remote
Department: Customer Service
Job ID: 2025-3918
Job Description:
Overview
Ready to shape the future of science and global health? ATCC, a leading nonprofit biological resources and standards organization, is seeking a Customer Experience Specialist I to work remotely. In this role, you will be the primary point of contact for our domestic customers, providing exceptional support through phone calls, emails, and online chat. This position involves handling a variety of tasks, including distribution, order, permit, and website support, as well as addressing general inquiries and basic product questions. Your contribution is crucial in ensuring a seamless and positive experience for our customers.
Join ATCC and be part of a team that supports the global scientific community with trusted, authenticated biological materials.
Local candidates highly preferred. This is a remote role that requires a site visit to Manassas, VA one day per quarter. Prior customer experience required, ideally taking calls in a fast-paced environment with good attention to detail. Background in life sciences or biology is a plus but not required.
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Responsibilities
- Customer Support and Interaction: Respond to inbound customer inquiries via phone, email, and website contact forms or chat. Process orders across various channels, such as phone, email, website, robotic process automation (RPA), or eProcurement. Maintain a high level of professionalism and empathy in all customer interactions, striving to exceed customer expectations and promote satisfaction.
- Order and Distribution Management: Provide domestic distribution support, processing orders and addressing inquiries related to permit requirements, shipping, order tracking, accounts, cancellations, and credits/debits. Elevate more complex orders and inquiries to the Customer Experience Specialist III as needed. Record customer inquiries and issues in a system to leverage for further data reviews and potential product and/or process improvements with cross-functional teams.
- Product and Resource Utilization: Provide support for basic product inquiries, utilizing readily available resources such as website information, product documentation, and training materials. Utilize scripts, procedures, training materials, and other resources to recommend solutions. Escalate to the Customer Experience Specialist III when the training materials or guides do not adequately support customer inquiries or require updates.
Qualifications
- High school diploma and 2-5 years’ experience or equivalent experience. Previous experience in customer service or a related field is preferred.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency in using CRM, ERP, and phone systems.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Familiarity with using various communication channels, including phone, email, and chat.
- Basic understanding of product documentation and training materials.
- Competence in using scripts, procedures, and training resources to recommend solutions.
- High level of professionalism and empathy in customer interactions.
- Strong organizational skills and the ability to work collaboratively with cross-functional teams.
- Commitment to continuous learning and improvement in product knowledge and customer service skills.
- Ability to adhere to established quality, productivity, and issue resolution strategies.
- Willingness to stay up to date on current products, services, policies, terms, and conditions within the organization.
- Flexibility to elevate complex inquiries to higher-level specialists as needed.