Senior Member Services Specialist Hybrid, Multi-Channel Support

Chemical Abstracts Service; Columbus (OH); Hybrid; USD 50,000 - 53,000; Full time

Benefits offered by this job

Paid vacation

Paid sick leave

Health insurance

Dental insurance

Vision insurance

Retirement benefits

Job summary

Chemical Abstracts Service is seeking a Senior Customer Service Representative for our Columbus, OH office. You will provide 1st level support across email, chat, phone and mail, resolving issues using ACS databases and knowledge bases.

The role performs in a hybrid environment with a standard 8-hour shift, and may require overtime to meet demand. Candidate will demonstrate strong communication, problem solving and CRM skills, with experience in a multi-modal contact center and familiarity with

Qualifications

• Ability to quickly learn ACS‑specific hardware and software.
• Proficiency in Microsoft Excel, Word and Outlook; Salesforce Service Cloud experience preferred.
• Strong analytical and problem‑solving mindset.
• Excellent written and verbal communication skills.
• Reliable team member with high dependability.
• Experience with CRM and contact center software is highly desirable.

Responsibilities

• Provide 1st level customer support across multiple channels (email, chat, phone).
• Troubleshoot technical questions and access issues across ACS products and services.
• Deliver timely, accurate responses and end-to-end issue resolution using knowledge bases.
• Support special projects, testing and feedback collection for departmental changes.
• Tackle assigned tasks and projects per objectives and performance reviews.
• Represent ACS by collaborating with other divisions and external communities.

Skills

CRM systems

Multichannel support

Excel

Communication

Teamwork

Problem solving

Education

Associates degree

Tools

Salesforce Service Cloud

Job description

Chemical Abstracts Service is seeking a Senior Customer Service Representative for our Columbus, OH office. You will provide 1st level support across email, chat, phone and mail, resolving issues using ACS databases and knowledge bases.

The role performs in a hybrid environment with a standard 8-hour shift, and may require overtime to meet demand. Candidate will demonstrate strong communication, problem solving and CRM skills, with experience in a multi-modal contact center and familiarity with