Customer Experience Specialist I

Job title: Customer Experience Specialist I in Manassas, VA at ATCC Company: ATCC Job description: Overview:reputed company 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 reputed company 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.Responsibilities:

• Customer Support and Interaction: Respond to inbound customer inquiries reputed company 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 reputed company in reputed company customer interactions, striving to exceed customer expectations and promote satisfaction.
• Order and Distribution Management: Provide domestic distribution support, processing orders and addressing inquiries reputed company to permit requirements, shipping, order tracking, accounts, cancellations, and credits/debits. reputed company more reputed company orders and inquiries to the Customer Experience Specialist III as needed. Record customer inquiries and issues in a system to reputed company 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 reputed company 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 reputed company 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 reputed company in customer interactions.
• Strong organizational skills and the ability to work collaboratively with cross-functional teams.
• Commitment to reputed company 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 reputed company products, services, policies, terms, and conditions reputed company the organization.
• Flexibility to reputed company reputed company 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 reputed company 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 reputed company, legal services, and pet insurance
• Employee Assistance Program offering around-the-clock counseling
• Financial reputed company:

• 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 reputed company discoveries that improve and save lives
• Contribute to community involvement and social responsibility

Join ATCC, where we fuel your reputed company, well-being, and development. We're a mission-focused non-profit Equal Opportunity Employer, celebrating a century of supporting global public health. reputed company reputed company applicants will receive consideration for employment without regard to sex, race, reputed company, religion, national reputed company, disability, protected Veteran status, age, or any other characteristic protected by law. Shape the future of science with us. Expected salary: $43000 - 50000 per year Location: Manassas, VA Apply for the job now! Apply for this job