Senior Customer Service Representative

Division and Unit Overview

With a membership of over 200,000 individuals in our global membership community, the American Chemical Society (ACS) is the world's largest scientific society and one of the world's leading sources of authoritative scientific information. A nonprofit organization chartered by Congress, ACS is at the forefront of the evolving worldwide chemistry enterprise and is the premier professional home for chemists, chemical engineers, and related professions around the globe.

The Society & Business Solutions division serves the needs of ACS members and chemistry practitioners worldwide by providing scientific and professional services that advance their success. The Division is a Society Programs supporting team focused on providing superior customer experiences and ensuring value and business alignment, through data research, strategic planning, customer support and web communications.

Within the division, Membership Services supports the Constituents of the ACS with customer support; maintains the database of the Society to ensure accuracy for reporting; provides timely and quality output including fulfillment, renewals & rosters and supports Finance with banking tasks that including payment processing, constituent refunds, and reconciliation of all batches. In addition, this team serves as subject matter experts and provides user acceptance testing for the numerous technology & software platforms that the organization utilizes to provide service to our members and constituents.

Position Summary

We are presently filling a Senior Customer Service Representative position within Member Services. The position is full-time, non-exempt, with benefits and is located in Columbus, OH. The Senior Customer Service Representative works in a team environment inside a Contact Center that responds to inbound inquiries from individual members and customers via multiple channels. The Contact Center is supporting an increasingly global clientele and the individual selected for this position will be assigned to a standard 8-hour shift between the business hours of 10:30 a.m. and 7:00 p.m., Monday through Friday. Overtime is available as needed to meeting cyclical business demands.

Primary duties and responsibilities:

1. Handles 1st level customer support for multiple Society departments via numerous email, chat, phone, and incoming mail communications channels. Escalates complex or non-routine issues to appropriate level.
2. Utilizes troubleshooting expertise for technical related questions and access issues across a wide range of ACS products, programs, and services.
3. Provides timely and accurate response to all customer contacts while ensuring end to end resolution utilizing multiple authoritative databases and extensive knowledge of various technologies.
4. Assists with special projects supporting departmental, divisional, or enterprise changes, product launches or changes to Governing Documents & Resources. This may include testing and analyzing customer feedback.
5. Executes on all short- and long-term tasks and projects additionally specified through the objective setting and performance review processes.
6. Represents the Society by working closely other ACS Divisions, departments and business units including internal and external communities serving outstanding and high-quality customer support.

Required Skills:

• Aptitude to quickly learn and apply new technical skills using ACS-specific hardware and software.
• Proficient in Excel, Word, and Outlook at a minimum; experience in Salesforce Service cloud preferred.
• Analytical & problem-solving mindset.
• Excellent oral, written, and interpersonal communications skills.
• High degree of dependability to be able to reliably support the goals and functions of a small team.
• Experience with Customer Relationship Management (CRM) systems and Contact center handling software highly desired.