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Member Services Assoc

Date: Nov 20, 2020

Location: Columbus, OH, US, 43202

Company: American Chemical Society

With more than 150,000 members, 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 the premier professional home for chemists, chemical engineers and related professions around the globe.

The Membership & Society Services (MSS) Division serves the needs of ACS members and chemistry practitioners worldwide by providing scientific and professional services that advance their success. The Division facilitates the advancement of science through technical meetings, online content, diversity and new product development. It also supports thousands of volunteers annually in increasing public awareness of chemistry, and provides support to more than 20 ACS governance committees, working groups, and task forces. Within the MSS Division, the Member Services Department provides customer service and support to Society members and subscribers for Society publications. These services include maintaining the database of Society members and providing assistance to all members and subscribers for membership or account information & ordering, abstract submission and meeting registration, volunteer support, access to products/programs/services and other customer inquiries.

We are presently filling an Associate Customer Service Representative position within Member Services. The position is full-time, non-exempt, with benefits and is located in Columbus, OH. The Associate Customer Service Representative works in a team environment inside a Contact Center that responds to inbound inquiries from individual members via multiple channels. The Contact Center is supporting an increasingly global clientele and continues to adjust its hours of operation to align with the needs of current and potential clients. The Representative selected for this position will initially be assigned to a standard 8 hour shift between the core business hours of 7:00 a.m. and 7:00 p.m., Monday through Friday. Over time, that schedule has the potential to flex in accordance with business needs.

The primary responsibilities of the Associate Customer Service Representative are as follows:

1.            Replies to and closes out incoming communications/contacts via phone, email, chat & written correspondence in support of member activities. Consistently delivers outstanding customer service.   Escalates non-routine issues to ensure proper level of attention.

2.            Performs data entry and maintenance of membership/account and profile information including but not limited to membership application processing, subscriptions, product orders, division memberships, agency orders, membership/subscription awards, resignations, deceased notices, annual emeritus C&EN requests and other special dues categories.

3.            Provides support for the Meetings, Professional Education, Local Section/Division Activities, and Publications units of the ACS utilizing multiple database and software applications.

4.            Prioritizes work to ensure established standards are met for turnaround times and service level agreements. .

5.            Maintains hourly production rates and quality standards established for monitored tasks.

6.            Serves as information source for team/department/other Society areas on membership questions.

7.            Assists with special projects as needed, including testing new or changed software programs and/or reports for the various ACS databases and systems used by Member Services or users from the online interfaces.

Required Skills

1.            Proficient use of Microsoft suite of products, including Microsoft Word, Excel, Project and Access is required.

2.            Excellent math, written and oral communication skills required.

3.            Aptitude to quickly learn and apply new technical skills using ACS-specific hardware and software.

4.            Foreign language skills and/or business/cultural knowledge in a region or country of interest (Latin America, China, India).

5.            Ability to work in a production-oriented environment as part of a team to achieve departmental goals.

6.            College degree preferred.

Required Experience

1.            3+ years of experience in a high volume multi-modal customer/sales service area dealing with phone, written and email inquiries.

2.            Experience working in a global environment, including interacting with non-native English speakers, is preferred but not required.



Position Summary

Nearest Major Market: Columbus

Job Segment: Product Development, Database, Testing, Research, Technology