AM33P1 Member Services Analyst

American Chemical Society•Columbus, OH

5h•$50,000 - $58,000•Hybrid

About The Position

The American Chemical Society (ACS) is a global scientific society and a leading source of scientific information. The Society & Business Strategy & Operations (BSO) division supports ACS members and chemistry practitioners worldwide by providing scientific and professional services. Within BSO, Membership Services offers customer support, maintains member databases, handles fulfillment, renewals, and rosters, and supports finance with payment processing and reconciliation. This team also acts as subject matter experts and performs user acceptance testing for various technology platforms. This specific role is a full-time, exempt position located in Columbus, OH, within the Member Services team. The Member Experience Analyst works in a Contact Center environment, responding to inquiries from individual members and customers via multiple channels, supporting a global clientele. The standard work schedule is an 8-hour shift between 10:30 a.m. and 7:00 p.m., Monday through Friday.

Requirements

Extensive technical acumen; adept in Windows, multiple browsers, Salesforce.com and/or Association Management, troubleshooting browser-based software.
Intellectual curiosity.
Problem-solver.
Ability to multitask between phones, email, chat, and incoming receipts.
Works well independently and in a team environment.
High degree of dependability to reliably support the goals and functions of a small team.
Understands integrations between Customer Relationship Management (CRM) systems and content delivery systems.

Responsibilities

Handles 1st and 2nd level customer support for multiple Society departments via numerous email, chat, phone and incoming mail communications channels. Addresses escalated complex or non-routine issues.
Utilizes troubleshooting expertise for technical related questions and access issues across a wide range of ACS products, programs, and services. Evaluates incoming requests for trends or system problems.
Ensures the provision of timely and accurate response to all customer contacts while ensuring end to end resolution utilizing multiple authoritative databases and extensive knowledge of various technologies.
Participates as a Subject Matter Expert (SME) or Lead in projects supporting departmental, divisional, or enterprise changes, product launches or changes to Governing Documents & Resources. This may include requirements gathering, testing and implementation.
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.
Provides leadership and guidance to team by serving as liaison with other departments for assigned product or program. Assists with training and documentation.