Customer Experience Specialist

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 a late shift of 10:30 AM to 7 PM EST and working 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.

We are seeking a customer-focused specialist with proven service experience, strong communication and problem-solving skills, proficiency in CRM tools, and a track record of delivering quality support across multiple channels in fast-paced environments. Join ATCC and be part of a team that supports the global scientific community with trusted, authenticated biological materials.

This is a remote role that may require 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 for this exciting career opportunity in biotech.

#LI-Remote

• 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.

• High school diploma and 2-5 years' experience or equivalent experience in a customer service or a related field.
• Clear, professional communication skills across phone, email, and chat.
• Track record of effective problem-solving with strong attention to detail.
• Proven ability to use CRM, ERP, and phone systems to manage customer interactions.
• Demonstrated success handling multiple priorities in fast‑paced environments.
• Ability to apply product documentation, scripts, and procedures to resolve customer issues.
• Consistent professionalism and empathy in customer interactions.
• Strong organization and collaboration skills.
• Commitment to continuous learning in product knowledge and service excellence.
• Steady adherence to quality and productivity standards.
• Proactive in staying current on products, services, policies, and terms.
• Judgment to escalate complex issues appropriately.

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, & paid parental leave
  • Work life balance with Paid…