[Remote] Senior Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. 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 exceptional customer support, manage inquiries, and assist with various projects 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

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

Benefits

• Paid vacation leave
• Paid sick leave
• Paid holidays
• Health insurance
• Flexible spending account or health care savings account
• Dental insurance
• Life insurance
• Vision insurance
• Retirement benefits
• Short- and long-term disability
• 4-week work from anywhere

Company Overview