Senior Customer Service Representative

Division and Unit Overview

With a global community of more than 260,000 individuals, 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 Strategy & Operations (BSO) division serves the needs of ACS members and chemistry practitioners worldwide by providing scientific and professional services that advance their success. The BSO division is a Society Programs operational team focused on providing superior customer experience 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 include 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.

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 meet cyclical business demands.

Primary duties and responsibilities are as follows:

• 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.
• Utilizes troubleshooting expertise for technical related questions and access issues across a wide range of ACS products, programs, and services.
• 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.
• 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.
• Executes on all short- and long-term tasks and projects additionally specified through the objective setting and performance review processes.
• Represents the Society by working closely with 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 using Customer Relationship Management (CRM) systems and Contact center handling software highly desired.

This role is based in our Columbus, OH office. A reasonable rate of base compensation for this position is $24.00-$25.50 per hour. ACS employees work a hybrid schedule, consisting of working onsite two days per work week, as decided by functional area. The balance of the week is open to working remotely, though employees are always welcome onsite each day if they choose.

ACS currently provides the following benefits for this position: paid vacation leave, paid sick leave, paid holidays, health insurance, flexible spending account or health care savings account, dental insurance, life insurance, vision insurance, retirement benefits, short- and long-term disability, and 4-week work from anywhere; each benefit is subject to the terms of the applicable program. Additional benefits may apply based on skills, experience, and location.

Any actual offer of employment, reflecting the total compensation package and benefits, will be made in the sole discretion of ACS. ACS reserves the right to amend or modify its employment benefits and compensation structure at any time.