ATCC is seeking a Hybrid Senior Customer Service Rep to work in Manassas, VA.  Ideal candidate is a high school graduate with at least 5 years of customer service experience.  This role is significantly focused on email communications, data entry and processing international and domestic sales orders for ATCC customers.  Complex sales orders or transactions are escalated to this individual for processing.  Primary requirements include a strong understanding of Excel, good attention to detail, exceptional customer service and ability to problem solve.  This role will interact with ATCC customers all over the world.     

The Senior Customer Service Representative is responsible for building and maintaining sustainable relationships with customers to achieve satisfaction. They manage incoming calls and emails to identify and anticipate customer needs and achieve satisfaction. They identify trends in customer complaints and share the information with Senior Management.  This specific role will assist with international order processing for the ATCC federal services contract, IRR.  

The Senior Customer Service Representative works on moderately difficult assignments. They apply acquired skills and utilize judgment in resolving issues or making recommendations within the organization’s policies and procedures.

1. Serve as a point of contact with customers before and after sale following communication procedures, guidelines, and policies. Make recommendations outside of procedure for unique challenges.
2. Develop and maintain positive customer relationships which can substantially affect service and/or product revenue.
3. Formulate responses to customer inquiries to determine appropriate product literature and pricing schedules. Influence production and scheduling. Recommend price changes based on organization and customer relationship for domestic and international inquiries.
4. Provide accurate, valid, and complete information using the appropriate tools/methods.
5. Record and analyze customer account information. Prepare and present product reports for Senior Management.
6. Resolve customer complaints suggesting alternative solutions. Elevate concerns when necessary. Follow up to ensure resolution.
7. Respond to post-sale customer inquiries and feedback. Resolve production scheduling, shipping, or invoicing problems.
8. Recognize new business opportunities by maintaining relationships with customers and collecting information to analyze customer needs. Suggest information about other products and services.
9. Apply knowledge and skills to complete a wide range of tasks. Utilize judgment in resolving issues or in making recommendations.
10. Ensure successful delivery of international shipments through communication with customers, couriers, and shipping. Apply knowledge of international shipping requirements to ensure all documentation is in place for export of materials.

Education and Experience:

• High School diploma and 5 or more years' experience or equivalent experience.

Knowledge, Skills, and Abilities:

• Excellent telephone etiquette.
• Strong verbal skills to professionally relate to customer telephone inquiries.
• Works independently to accomplish tasks; requires direction for new assignments.
• Completed training in and demonstrates the ability to process orders, quotes, complaints and customer data for both domestic and international customers.
• Good organizational skills with attention to detail.
• Good verbal and written communication skills.
• Experienced with Microsoft Word and Excel.
• A minimum of 3500 ks/hr data entry speed.
• Meets or exceeds all KSAs and Core Competencies of a Customer Service Representative.

Founded in 1925, ATCC is a non-profit organization with a mission to acquire, authenticate, preserve, develop, standardize, and distribute biological materials and information for the advancement and application of scientific knowledge.

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.