[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.ResponsibilitiesHandles 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 levelUtilizes troubleshooting expertise for technical related questions and access issues across a wide range of ACS products, programs, and servicesProvides timely and accurate response to all customer contacts while ensuring end-to-end resolution utilizing multiple authoritative databases and extensive knowledge of various technologiesAssists with special projects supporting departmental, divisional, or enterprise changes, product launches or changes to Governing Documents & Resources. This may include testing and analyzing customer feedbackExecutes on all short- and long-term tasks and projects additionally specified through the objective setting and performance review processesRepresents the Society by working closely with other ACS Divisions, departments and business units including internal and external communities serving outstanding and high-quality customer supportSkillsAptitude to quickly learn and apply new technical skills using ACS-specific hardware and softwareProficient in Excel, Word, and Outlook at a minimumAnalytical & problem-solving mindsetExcellent oral, written, and interpersonal communications skillsHigh degree of dependability to be able to reliably support the goals and functions of a small teamExperience in Salesforce Service cloud preferredExperience using Customer Relationship Management (CRM) systems and Contact center handling software highly desiredBenefitsPaid vacation leavePaid sick leavePaid holidaysHealth insuranceFlexible spending account or health care savings accountDental insuranceLife insuranceVision insuranceRetirement benefitsShort- and long-term disability4-week work from anywhereCompany OverviewThe American Chemical Society is a non-profit scientific society that supports scientific research and inquiry in the field of chemistry. It was founded in 1876, and is headquartered in Washington, District of Columbia, USA, with a workforce of 1001-5000 employees. Its website is https://www.acs.org/.