Remote Customer Experience Specialist I (Evening Shift)

ATCC; Manassas (VA); Hybrid; USD 45,000 - 50,000; Full time

Benefits offered by this job

Health & Wellness

Life Insurance & Disability

PTO & Holidays

Fitness & cell phone subsidies

Aflac, legal services & pet insurance

Employee Assistance Program

401(a) employer contribution

403(b) retirement plan match

Corporate bonus program

Career advancement opportunities

Job summary

ATCC, a global nonprofit providing trusted biological materials for science and health, seeks a Customer Experience Specialist I to be the primary point of contact for domestic customers. This hybrid remote role is based in Manassas, VA, 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 handles inbound inquiries across phone, email, website, chat, and automation, processes orders, permits, and distribution questions, and

Qualifications

• Minimum requirement: High School Diploma and 1 year of experience, or equivalent.
• 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.

Responsibilities

• Respond to inbound customer inquiries via phone, email, website contact forms, or chat.
• Process orders across channels (phone, email, website, RPA, or eProcurement).
• Provide domestic distribution support and assist with permits, shipping, order tracking, and credits/debits.
• Record customer inquiries to support data reviews and process improvements with cross-functional teams.
• Provide basic product inquiries using available resources and training materials.

Skills

Customer service experience

Multi-channel support

CRM/ERP familiarity

Communication skills

Problem solving

Attention to detail

Cross-functional teamwork

Education

High School Diploma or equivalent

Tools

CRM systems

ERP systems

Phone systems

Job description

ATCC, a global nonprofit providing trusted biological materials for science and health, seeks a Customer Experience Specialist I to be the primary point of contact for domestic customers. This hybrid remote role is based in Manassas, VA, 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 handles inbound inquiries across phone, email, website, chat, and automation, processes orders, permits, and distribution questions, and