Senior Customer Service Representative

Primary Duties And 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.
• Aids 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.

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.
• An analytical & problem-solving mindset.
• Excellent oral, written, and interpersonal communications skills.
• A 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.

Location

Columbus, OH

Pay

A reasonable rate of base compensation for this position is $24.00-$25.50 per hour.

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