Product Experience Specialist

Ready to shape the future of science and global health? ATCC, a leading nonprofit biological resources and standards organization, is seeking a remote Product Experience Specialist for the second shift, 10:30 AM to 7:00 PM ET Monday - Friday. This role actively supports customers through key communication channels: phone, email, and live chat. As the first point of contact, the Product Experience Specialist provides technical product support specifically through phone, email, and live chat, troubleshooting product-related issues, assessing problems, and escalating when necessary to ensure an exceptional customer experience. Seeking a technically skilled individual with strong customer experience to address diverse scientific inquiries linked to the ATCC catalogue. A degree in Biology or a related field, along with at least 2 years of experience in a laboratory setting or customer support, is required.

The Product Experience Specialist maintains accurate customer information and documents product issues. They typically reference transcripts and manuals to recommend solutions and apply organizational practices and procedures to resolve a variety of problems. A lab or scientific background and high-level investigation or troubleshooting skills are essential.

This role may require a site visit to Manassas, VA, one day per quarter. A scientific or technical background, troubleshooting, customer service, resolution, written communication, and business acumen are crucial. A scientific degree or prior coursework in cell biology, microbiology, or lab experience is highly preferred.

Join ATCC and be part of a team that supports the global scientific community with trusted, authenticated biological materials.

#LI-Remote

Customer Technical Inquiries: Serve as a resource for customer technical inquiries, resolving complex issues elevated by other departments or received directly from distributors and customers.
• Responding to Product Inquiries: Respond to customer product inquiries via phone, email, and live chat, troubleshooting and resolving concerns, and documenting trends.
• Product Information and Support: Answer questions about product selection, growth characteristics, culturing procedures, and applications, adhering to quality, productivity, and issue resolution strategies.
• Investigating and Escalating Issues: Investigate issues, gather additional information, escalate complex problems to Senior Management, and record inquiries in a tracking system for escalation and product development teams.

Education and Experience:

• Bachelor's degree and 2-5 years' experience or equivalent experience.
• Prior lab experience and a biology degree (or related scientific coursework) are highly preferred.
• Excellent customer service skills or prior customer service experience, particularly in handling inquiries via phone, email, and chat, is required.
• Ability to train others in science or customer service skills
• Must be a team player as well as be able to work independently
• Must have excellent interpersonal skills and be a good listener
• Must have a strong sense of urgency and be skilled in assessing problems, troubleshooting, and applying sound judgment.
• Must be proficient with PC desktop environment to include Microsoft Office and database applications
• Attention to detail, demonstrated organizational skills, and handling multiple priorities are essential
• Excellent written and verbal communication skills are a must

The expected salary range for this position is $55,000 - $65,000 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 You

• Health & Wellness:
  • Comprehensive medical coverage and company paid Life Insurance, Disability Insurance & AD&D
  • Work life balance with Paid Holidays and PTO
  • Fitness and cell phone subsidies, and additional benefits such as Aflac, legal services, and pet insurance
  • Employee Assistance Program offering around-the-clock counseling
• Financial security:
  • 401(a) (6% employer contribution) and 403(b) (2% match) retirement plans
  • Exceptional career advancement opportunities, recognition, and rewards
  • Corporate bonus program
• Mission Focused:
  • Non-profit organization supporting critical life science research
  • We give scientists the tools they need to make discoveries that improve and save lives
  • Contribute to community involvement and social responsibility

Join 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.