Customer Experience Specialist I

Join to apply for the Customer Experience Specialist I role at BioSpace1 day ago Be among the first 25 applicantsJoin to apply for the Customer Experience Specialist I role at BioSpaceReady 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. 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.ResponsibilitiesCustomer 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.QualificationsHigh school diploma and 2-5 years' experience or equivalent experience. Previous experience in customer service or a related 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 empathy in customer interactions.Strong organizational skills and the ability to work collaboratively with cross-functional teams.Commitment to continuous 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 current products, services, policies, terms, and conditions within the organization.Flexibility to elevate complex inquiries to higher-level specialists as needed.BenefitsThe 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 YouHealth & Wellness:Comprehensive medical coverage and company paid Life Insurance, Disability Insurance & AD&DWork life balance with Paid Holidays and PTOFitness and cell phone subsidies, and additional benefits such as Aflac, legal services, and pet insuranceEmployee Assistance Program offering around-the-clock counselingFinancial security:401(a) (6% employer contribution) and 403(b) (2% match) retirement plansExceptional career advancement opportunities, recognition, and rewardsCorporate bonus programMission Focused:Non-profit organization supporting critical life science researchWe give scientists the tools they need to make discoveries that improve and save livesContribute to community involvement and social responsibilityJoin ATCC, where we fuel your success, well-being, and development. We're a mission-focused non-profit Equal Opportunity Employer, celebrating a century of supporting global public health. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Shape the future of science with us.Seniority levelSeniority levelEntry levelEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesInternet NewsReferrals increase your chances of interviewing at BioSpace by 2xGet notified about new Customer Experience Specialist jobs in Manassas, VASolution Area Specialist - Artificial Intelligence (AI) WorkforceReston, VA $87,000.00-$205,600.00 1 week agoServiceNow Developer WSD - 100% Remote (REF1825A - TO3)Bioprocess Chromatography Sales SpecialistWe're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.J-18808-Ljbffr