Customer Experience Specialist I

Overview
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

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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.

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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.

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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

- 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.
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