Customer Experience Specialist II

Ready to shape the future of science and global health? A global nonprofit that provides trusted biological materials for science and health, ATCC is hiring a Customer Experience Specialist II. This remote position based in Manassas, VA provides comprehensive support for global distribution inquiries and customer interactions across phone, email, chat, and web channels.

Responsibilities

• Respond to customer inquiries through phone, email, chat, and web channels while providing website assistance and escalating complex issues when appropriate.
• Manage international sales orders, permits, shipping coordination, tracking requests, cancellations, and credit/debit activities.
• Handle complex, high‑priority customer inquiries and resolve issues through critical thinking and sound decision‑making.
• Provide basic product information and support utilizing available resources and documentation.
• Accurately record customer interactions and inquiries within CRM systems to support reporting and trend identification.
• Deliver professional, empathetic customer service while meeting established quality and productivity expectations.

Qualifications

• High School Diploma and at least 2 years of experience supporting customer service operations and managing inquiries across multiple communication channels.
• Strong critical‑thinking, problem‑solving, and decision‑making skills with the ability to resolve complex customer issues independently.
• Excellent verbal and written communication skills with a customer‑focused approach.
• Ability to manage multiple priorities in a fast‑paced environment while maintaining accuracy and attention to detail.
• Experience documenting customer interactions and maintaining records within CRM systems.
• Preferred: Familiarity with global shipping processes, permits, and international order fulfillment activities.

Pay

The expected salary range for this position is $50,000 to $60,000 annually. Actual compensation will be determined based on experience, qualifications, internal equity, and market data. The role may also be eligible for incentive compensation, regular merit increases, and the corporate bonus program.

Benefits

• Comprehensive medical coverage and company‑paid life, disability, and AD&D insurance.
• Paid parental leave.
• Paid holidays and PTO for work‑life balance.
• Fitness and cell‑phone subsidies.
• Legal services, pet insurance, and additional supplemental coverage.
• Employee Assistance Program offering around‑the‑clock counseling.
• Retirement plans: 401(a) with 6 % employer contribution and 403(b) with 2 % match.
• Career advancement opportunities, recognition, rewards, and corporate bonus program.
• Mission‑focused non‑profit environment supporting critical life‑science research and community involvement.