Senior Customer Service Representative

ACS•Columbus, OH

5d•Hybrid

About The Position

The American Chemical Society (ACS) is seeking a Senior Customer Service Representative to join the Member Services team within the Society & Business Strategy & Operations (BSO) division. This is a full-time, non-exempt position located in Columbus, OH. The role operates within a Contact Center environment, handling inbound inquiries from individual members and customers through various channels like email, chat, phone, and mail. The team supports a global clientele, and the selected individual will work a standard 8-hour shift between 10:30 a.m. and 7:00 p.m., Monday through Friday, with opportunities for overtime to meet business demands. The Senior Customer Service Representative is expected to provide excellent customer support, troubleshoot technical issues, and collaborate with other ACS divisions and departments.

Requirements

Aptitude to quickly learn and apply new technical skills using ACS-specific hardware and software.
Proficient in Excel, Word, and Outlook at a minimum.
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.

Nice To Haves

Experience in Salesforce Service cloud preferred.

Responsibilities

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.
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.