Share this Job

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

Date: Feb 23, 2021

Location: Columbus, OH, US, 43202

Company: American Chemical Society

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 CBAS Senior Customer Service Representative will train and work remotely until there is a return-to-facilities plan in place, and will be expected to work onsite consistent with operational plans at the CAS campus (just north of The Ohio State University) as required thereafter. 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 and Access.
  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.

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.            High level of computer literacy including experience with Microsoft Word, Microsoft Outlook and Microsoft Excel. Access Database and FTP knowledge preferred but not required.

3.            Excellent math skills.

4.            Excellent oral and written communication skills with the demeanor to interact positively with customers.

5.            Ability to work in a production-oriented environment; to manage time with a high level of independence while meeting productivity expectation.

6.            Willingness and ability to work as part of a team.

7.            Ability and willingness to train and work remotely until there is a return-to-facilities plan in place. Ability and willingness to work on site at the CAS campus (just north of The Ohio State University) as required thereafter. 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.

  1. High level of computer literacy including experience with Microsoft Word, Microsoft Outlook and Microsoft Excel. Access Database and FTP knowledge preferred but not required.
  2. Excellent math skills.
  3. Excellent oral and written communication skills with the demeanor to interact positively with customers.
  4. Ability to work in a production-oriented environment; to manage time with a high level of independence while meeting productivity expectation.
  5. Willingness and ability to work as part of a team.

Ability and willingness to train and work remotely until there is a return-to-facilities plan in place. Ability and willingness to work on site at the CAS campus (just north of The Ohio State University) as required thereafter.

 EEO/Minority/Female/Disabled/Veteran

Division

Position Summary


Nearest Major Market: Columbus

Job Segment: Database, Technology, Research