[Hiring] Customer Experience Specialist I @ATCC

Role Description

Ready to shape the future of science and global health? A global nonprofit that provides trusted biological materials for science and health, ATCC is hiring a Customer Experience Specialist I to serve as the primary point of contact for domestic customers. This remote role is based in Manassas, Virginia, with site visits required up to one day per quarter and a second-shift schedule of 10:30 AM to 7:00 PM ET.

The specialist provides distribution, order, permit, website, and general support through inbound phone calls, emails, website contact forms, and chat while completing semi-routine assignments using established policies and procedures.

We are seeking Customer Experience Specialist I, ideally with customer service experience and experience supporting customers through multiple communication channels in a fast-paced environment.

Join ATCC and be part of a team that supports the global scientific community with trusted, authenticated biological materials.

Responsibilities

• 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.
• 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.
• 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

• Minimum Requirement: High School Diploma and 1 year of experience, or equivalent experience.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Previous experience in customer service or a related field is preferred.
• 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 $45,000 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.
• 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.
• 401(a) (6% employer contribution) and 403(b) (2% match) retirement plans.
• Exceptional career advancement opportunities, recognition, and rewards.
• Corporate bonus program.
• 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.