Customer Service Representative - ATCC

Overview

Ready to shape the future of science and global health? ATCC, a pioneer in biomaterials manufacturing, is seeking a Customer Service Representative for a hybrid role based in Manassas, VA, working 8:30 am - 5:00 pm each day: 4 days from home and 1 day in the office (Wed).

Join our team as a Customer Service Representative where you'll be responsible for building sustainable relationships with customers to achieve satisfaction. They manage incoming calls and emails to identify customer needs and achieve satisfaction. You will be resonsible for identifying trends in customer complaints to be shared with Senior Management.focus on building strong customer relationships, managing inquiries, and identifying trends in customer feedback. Your role will involve handling incoming calls and emails, ensuring customer satisfaction, and providing valuable insights to enhance our service quality. 

#LI-Hybrid

Responsibilities

• Website and General Customer Support:  
  • Serve as the first point of contact with domestic customers or suppliers post sale.  
  • Address and resolve customer complaints, offering diverse solutions and alternatives. Escalate issues when required and ensure thorough follow-up to achieve satisfactory resolution. 
  • Handle post-sale customer inquiries and feedback efficiently. Manage and resolve challenges related to production scheduling, shipping, and invoicing to uphold customer satisfaction and enhance service quality. 

Qualifications

Education and Experience:

• High School diploma and 2-5 years' experience or equivalent experience.  
• Strong problem-solving abilities and a customer-centric mindset. 
• Excellent communication skills, both verbal and written. 
• Ability to use customer relationship management (CRM) software and other relevant tools. 

Benefits

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, championing diversity and inclusivity. When you work at ATCC, you become a part of that mission, one we’ve committed to for almost 100 years. Shape the future of science with us. 

ATCC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.