Senior Customer Service Representative, Customer Billing & Account Support (CBAS)

The Customer Billing & Account Support (CBAS) department is responsible for a number of functions which support ACS Publications. The functions include maintaining the database of subscribers for Society publications; and providing assistance to all subscribers for ordering, billing, pricing, or account status and other customer inquiries. The Representative will be responsible for the following tasks and activities:

1. Processes orders, payments or adjustments to accounts for subscription orders on the database.
2. Responds to agency or customer communications regarding orders, claims, billing, invoicing, pricing or processing of subscription orders.
3. Maintains records on complex order packages for print products, assists customers/agents with standard pricing questions, performs complex database research, maintains tables on customer files, creates/maintains reports on Excel.
4. Tracks/reports on daily workload. Informs Manager of issues or problems that may affect deadlines or project completion.  Provides solutions to resolve daily work issues.
5. Provides assistance to other areas of the Society with questions on subscription sales processing and practice.
6. Completes special projects, monitoring progress and reporting to Manager or other personnel in upper management as assigned.
7. May assist Manager with training of new employees as well as retraining of staff that need assistance and assists with documentation of processes for training purposes.
8. May assist with scheduling of production runs, quality checking data feeds, or processing of electronic banking files. May assist with Renewal and Invoice runs as necessary.

Position Requirements:

1. Associate’s Degree or equivalent plus 3 years of office work experience or Bachelor's Degree with internship or other practical work experience.
2. 3 years of professional work experience in a billing, accounting, or related function.
3. High level of computer literacy including experience with Microsoft Word, Microsoft Outlook, Microsoft Excel, Microsoft Teams, and SalesForce CRM. FTP knowledge preferred but not required.
4. Excellent math skills.
5. Excellent problem solving and organization skills.
6. Excellent oral and written communication skills with the demeanor to interact positively with customers.
7. Ability to work in a production-oriented environment; to manage time with a high level of independence while meeting productivity expectation.
8. Willingness and ability to work as part of a team.

This position will be primarily based in the Columbus, OH office. ACS employees work a hybrid work schedule, consisting of working onsite, three days per week. ACS employees are in the office on Tuesday and Wednesday with the third in-office day scheduled in consultation with the manager. While always welcome to work in the office, employees may work the other two days of the week from a location of their choice. New employees are immediately eligible for this hybrid work arrangement. ACS offers relocation assistance, if applicable.

EEO/Minority/Female/Disabled/Veteran