Customer Experience Specialist I

BioSpace; Manassas (VA); Remote; USD 43,000 - 50,000; Full time

Job summary

A leading nonprofit organization is seeking a Customer Experience Specialist I to provide exceptional support to domestic customers. This remote role requires handling inquiries, processing orders, and ensuring a positive customer experience. Ideal candidates will have customer service experience and strong communication skills. Join a mission-focused team dedicated to supporting the global scientific community.

Benefits

Medical coverage

Life Insurance

Disability

Paid Holidays

PTO

401(a) and 403(b) retirement plans

Career advancement

Bonuses

Qualifications

• 2-5 years' experience in customer service preferred.
• Ability to multitask and prioritize in a fast-paced environment.

Responsibilities

• Respond to inbound inquiries via phone, email, and chat.
• Support domestic distribution and process orders.
• Utilize product documentation for basic inquiries.

Skills

Communication

Problem Solving

Organizational Skills

Education

High school diploma

Tools

CRM

ERP

Phone Systems

Job description

Join to apply for the Customer Experience Specialist I role at BioSpace.

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 chat. Your responsibilities include handling tasks such as distribution, order processing, permit support, website assistance, and addressing general inquiries and basic product questions. Your contribution is crucial in ensuring a seamless and positive customer experience.

Join ATCC and support the global scientific community with trusted, authenticated biological materials.

Local candidates highly preferred. This is a remote role requiring a site visit to Manassas, VA, once per quarter. Prior customer service experience, ideally in a fast-paced environment with attention to detail, is required. A background in life sciences or biology is a plus but not mandatory.

Responsibilities

1. Customer Support and Interaction: Respond to inbound inquiries via phone, email, website contact forms, or chat. Process orders through various channels, maintain professionalism and empathy, and aim to exceed customer expectations.
2. Order and Distribution Management: Support domestic distribution, process orders, and handle inquiries related to permits, shipping, order tracking, accounts, cancellations, and credits/debits. Escalate complex issues to higher-level specialists as needed. Record interactions for data analysis and process improvements.
3. Product and Resource Utilization: Support basic product inquiries using available resources such as website info, documentation, and training materials. Use scripts and procedures to recommend solutions, escalating when necessary.

Qualifications

• High school diploma with 2-5 years' experience or equivalent. Customer service experience preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and attention to detail.
• Proficiency with CRM, ERP, and phone systems.
• Ability to multitask and prioritize in a fast-paced environment.
• Familiarity with communication channels like phone, email, chat.
• Basic understanding of product documentation and training materials.
• Ability to use scripts and resources to provide solutions.
• Professionalism and empathy in customer interactions.
• Strong organizational and teamwork skills.
• Commitment to learning and improving product knowledge and customer service skills.
• Ability to follow quality and productivity standards.
• Willingness to stay updated on organizational products, policies, and procedures.
• Flexibility to escalate complex inquiries to higher-level specialists.

Benefits

The salary range is $43,000 to $50,000 annually, based on experience and qualifications. Additional incentives may include merit increases and bonuses.

We Invest in You:

• Health & Wellness: Medical coverage, Life Insurance, Disability, AD&D, Paid Holidays, PTO, subsidies, and employee assistance programs.
• Financial Security: 401(a) and 403(b) retirement plans, career advancement, recognition, and bonuses.
• Mission Focused: Supporting critical life science research, contributing to community and social responsibility.

Join ATCC, where we support your success, well-being, and development. We are an equal opportunity employer committed to diversity and inclusion. Shape the future of science with us.