Remote Customer Experience Specialist I — Science Support

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

Benefits offered by this job

Health & Wellness

Financial security

Mission Focused

Job summary

ATCC is seeking a Customer Experience Specialist I to serve as the primary contact for domestic customers. This remote role is based in Manassas, VA with occasional site visits and a second-shift schedule.

You will handle inquiries across phone, email, website forms, and chat, using established policies to process orders and resolve issues. The role emphasizes customer service, distribution support, and product-resource guidance, with opportunities to escalate complex cases to higher-level

Qualifications

• High School Diploma or equivalent with 1 year of experience.
• Experience in customer service or related field preferred.
• Proficient with CRM, ERP, and phone systems.

Responsibilities

• Respond to inbound inquiries via phone, email, and website contact forms or chat. Process orders across various channels, such as phone, email, website, RPA, or eProcurement.
• Provide domestic distribution support, processing orders and addressing inquiries related to permit requirements, shipping, order tracking, accounts, cancellations, and credits/debits.
• Provide support for basic product inquiries, utilizing resources such as website information, product documentation, and training materials; escalate when needed.

Skills

CRM proficiency

ERP proficiency

Phone systems

Communication skills

Multi-channel support

Attention to detail

Organizational skills

Education

High School Diploma

Tools

CRM system

ERP system

Job description

ATCC is seeking a Customer Experience Specialist I to serve as the primary contact for domestic customers. This remote role is based in Manassas, VA with occasional site visits and a second-shift schedule.

You will handle inquiries across phone, email, website forms, and chat, using established policies to process orders and resolve issues. The role emphasizes customer service, distribution support, and product-resource guidance, with opportunities to escalate complex cases to higher-level