Senior Customer Service Representative

The American Chemical Society (ACS) is the world’s largest scientific society and a leading source of scientific information. They are seeking a Senior Customer Service Representative to provide superior customer support and ensure value alignment through various communication channels within the Membership Services team.

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. This may include testing and analyzing customer feedback
• Executes on all short- and long-term tasks and projects additionally specified through the objective setting and performance review processes
• 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

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; 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
• Experience using Customer Relationship Management (CRM) systems and Contact center handling software highly desired
• Experience in Salesforce Service cloud preferred