Senior Member Services Specialist (Hybrid)

American Chemical Society; Columbus (OH); Hybrid; USD 68,770,000 - 73,068,000; Full time

Benefits offered by this job

Health insurance

Paid vacation leave

Paid holidays

Life insurance

Vision insurance

Disability insurance

4‑week work from anywhere

Job summary

American Chemical Society in Columbus, OH is seeking a Senior Customer Service Representative to join the Member Services team. The role supports an expanding, global client base from a hybrid office, with a standard 8‑hour shift schedule and occasional overtime.

You will troubleshoot, respond to inquiries, and coordinate with other ACS divisions to ensure timely resolution and high-quality service. Associates degree preferred; 3 years in a multi‑modal contact center is expected.

Qualifications

• Ability to quickly learn and apply ACS-specific hardware and software.
• Proficiency in Excel, Word, and Outlook; Salesforce Service Cloud preferred.
• Strong analytical and problem-solving mindset.
• Excellent verbal and written communication; dependable team member.
• Experience with CRM and contact center software.

Responsibilities

• Handle 1st-level customer support via email, chat, phone, and mail; escalate complex issues.
• Troubleshoot technical questions and access issues across ACS products.
• Provide timely, accurate responses and ensure end-to-end resolution using databases.
• Assist with special projects and testing of customer feedback.
• Support cross-divisional collaboration and high-quality customer service.
• Fulfill short- and long-term tasks per objectives.

Skills

Quick learner

Excel

Word

Outlook

CRM systems

Analytical thinking

Communication skills

Dependability

Salesforce Service Cloud

Education

Associates degree (preferred)

Tools

Salesforce Service Cloud

CRM software

Contact center software

Job description

American Chemical Society in Columbus, OH is seeking a Senior Customer Service Representative to join the Member Services team. The role supports an expanding, global client base from a hybrid office, with a standard 8‑hour shift schedule and occasional overtime.

You will troubleshoot, respond to inquiries, and coordinate with other ACS divisions to ensure timely resolution and high-quality service. Associates degree preferred; 3 years in a multi‑modal contact center is expected.