The Customer Service Representative is responsible for building sustainable relationships with customers to achieve satisfaction. They manage incoming calls and emails to identify customer needs and achieve satisfaction. They identify trends in customer complaints to be shared with Senior Management.

The Customer Service Representative works on assignments which are semi-routine in nature and applies acquired skills and the organization’s policies and procedures to complete tasks.

1. Serve as the first point of contact with customers before and after sale following communication procedures, guidelines, and policies.
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.
4. Provide accurate, valid, and complete information using the appropriate tools/methods.
5. Record customer account information.
6. Prepare reports for management.
7. Resolve customer complaints, provide varying solutions and alternatives. Elevate concerns when necessary. Follow up to ensure resolution.
8. Respond to post-sale customer inquiries and feedback. Resolve production scheduling, shipping, or invoicing problems.
9. Recognize new business opportunities by collecting customer information and analyzing customer needs. Suggest information about other products and services.
10. Follow established procedures on routine work. Recognize the need for occasional deviation from accepted practices.

Education and Experience:

• High School diploma and 2-5 years' experience or equivalent experience.

Knowledge, Skills, and Abilities:

• Excellent telephone etiquette.
• Strong verbal skills to professionally relate to customer telephone inquiries.
• Previous data entry experience.
• Good organizational skills with attention to detail.
• Good verbal and written communication skills.
• A minimum of 3500 ks/hr data entry speed.
• Data entry capabilities to process customer orders, quotes, complaints and customer data via an automated system utilizing a PC.
• Ability to produce the appropriate quantity and quality of work while adhering to all departmental SOPs and work instructions. Maintains high standards despite deadlines; does work right the first time; corrects own errors; regularly produces accurate, thorough, professional work.
• Personally responsible; completes work in a timely, consistent manner; committed to doing the best job possible.
• Ability to listen and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction; respects all internal and external customers; uses a team approach when dealing with customers; follows up to evaluate customer satisfaction; measures customer satisfaction effectively; commits to exceeding customer expectations.

Other Duties:

• Perform other duties as assigned.

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.