Senior Customer Service Representative

With a membership of more than 151,000, 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 is the premier professional home for chemists, chemical engineers and related professions around the globe.

SBS OVERVIEW 

The Society Business Solutions Unit (SBS) reports into the Chief Operating Officer function and supports all Society Programs.  This unit enables ACS goal achievement through data research/analysis, strategic planning, web communications support, and an array of customer service activities. The Society Business Solutions staff partner with IT to oversee the Society Project Prioritization efforts and often serve as partners on IT related initiatives, supporting planning, testing and prioritization related activities.   

MEMBER SERVICES OVERVIEW 

Within SBS, the Member Services Department provides customer service and support to Society members and subscribers for Society meetings, publications, and educational offerings. These services include maintaining the database-of Society membership and providing assistance to all members, subscribers, and customers queries regarding their access to products/programs/services, account information & ordering, abstract submission, meeting registration, volunteer support, and other departmental inquiries. 

We are presently filling a Senior Customer Service Representative position within Member Services. The position is full-time, non-exempt, with benefits and is located in Columbus, OH.  The Senior Customer Service Representative works in a team environment inside a Contact Center that responds to inbound inquiries from individual members and customers via multiple channels.  The Contact Center is supporting an increasingly global clientele and the individual selected for this position will be assigned to a standard 8-hour shift between the business hours of 10:30 a.m. and 7:00 p.m., Monday through Friday.  Overtime is available as needed to meeting cyclical business demands.

Please note that we are hiring at both the Associate and Senior Levels. The qualifications for these are differentiated by the level of contact center experience. Candidates should consider applying for one of the two positions based on the match of their experience levels to the stated qualifications.

Primary duties and responsibilities are as follows:

1. Troubleshoots and provides issue support related to online access to multiple member benefits of the ACS including but not limited to Meeting registration, Professional Education and learning, Local Section/Division Activities, and Publications of the ACS utilizing multiple database and software applications.
2. Replies to and closes out incoming communications/contacts via phone, email, chat & written correspondence in support of member and customer activities. Consistently delivers outstanding customer service.  
3. Handles escalated and non-routine issues requiring advanced knowledge of processing rules and use of customer service judgement.
4. Learns, understands, and performs processing, data entry and financial transaction tasks in multiple systems supporting various products, programs, and services within the Society according to established operating procedures. These are 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.
5. Serve as team liaison to other Society areas on specific supported programs to troubleshoot issues, maintain SOP’s, conduct system testing for bug identification or upgrade, perform training specific to product, present team with updates or information.
6. Assists with special projects, including testing and reporting on new or changed software programs and maintenance of documentation on application changes.
7. Prioritizes work to ensure established standards are met for turnaround times and service level agreements.
8. Maintains hourly production rates for Senior Representatives and quality standards established for monitored tasks.

Required Skills:   

• Aptitude to quickly learn and apply new technical skills using ACS-specific hardware and software.
• Proficient in Excel, Word, and Outlook at a minimum; experience in Salesforce Service cloud preferred.
• 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. 
• College degree (relevant field) preferred: equivalent experience in a customer service role may be substituted.

Required Experience:   

• Five years of experience in a multi-modal contact center supporting contacts in voice, email and chat.Demonstrated experience in a technical or team lead role requiring depth of understanding of customer service standards with the ability to address and resolve escalated issues with a degree of independence.
• Experience with Customer Relationship Management (CRM) systems highly desired.  

This position will be primarily based in the Washington D.C. (or applicable) 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.

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