[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