Customer Experience Specialist I
Location: Manassas
Posted on: June 23, 2025
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Job Description:
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 cha t. 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. LI-Remote 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. Benefits The expected salary range for this
position is $43,000 to $50,000 annually. Actual compensation will
be determined based on experience and qualifications as well as
internal equity and alignment with market data. In addition to base
salary, this role may be eligible for additional incentive
compensation including regular merit increases and the corporate
bonus program. We Invest in You Health & Wellness: Comprehensive
medical coverage and company paid Life Insurance, Disability
Insurance & AD&D Work life balance with Paid Holidays and PTO
Fitness and cell phone subsidies, and additional benefits such as
Aflac, legal services, and pet insurance Employee Assistance
Program offering around-the-clock counseling Financial security:
401(a) (6% employer contribution) and 403(b) (2% match) retirement
plans Exceptional career advancement opportunities, recognition,
and rewards Corporate bonus program Mission Focused: Non-profit
organization supporting critical life science research We give
scientists the tools they need to make discoveries that improve and
save lives Contribute to community involvement and social
responsibility Join ATCC, where we fuel your success, well-being,
and development. We're a mission-focused non-profit Equal
Opportunity Employer, celebrating a century of supporting global
public health. All qualified applicants will receive consideration
for employment without regard to sex, race, color, religion,
national origin, disability, protected Veteran status, age, or any
other characteristic protected by law. Shape the future of science
with us.
Keywords: , Dale City , Customer Experience Specialist I, Customer Service & Call Center , Manassas, Virginia
