Customer Service Representative 08-86

The American Chemical Society is one of the world’s oldest and largest scientific membership associations and science publishers The Office of Administrative and Customer provides a wide range of services to ACS customers and staff and is composed of two units, The Information and Customer Resource Center (ICRC) and Building and Administrative Services.  The Information and Customer Resource Center (ICRC) consists of the Office of Society Services and the former Library and Information Center.  Office of Society Services (OSS) is responsible for consolidating Society products and services into a cohesive high-quality customer service center. .

 

Position Summary

 

This is an advanced-level position in which the incumbent performs intermediate- and advanced-level administrative, clerical, and customer-service functions in support of the Office of Society Services (OSS).  OSS handles customer inquiries and processes orders for products and services offered by Society.  OSS also serves a similar fulfillment function for all products available through the ACS Online Store. The incumbent is responsible for providing accurate, prompt, and courteous answers to telephone and e-mail inquiries about the Society’s products and services.

 

Position Accountabilities

 

1.       Answers calls directed to the main ACS numbers, processes customer orders received by phone in real-time; assists callers with moderately difficult questions concerning products and services; and refers calls regarding complex issues to the appropriate staff offices.  The incumbent handles approximately 60 calls per day, on average.

 

2.       Answers e-mail received via several OSS mailboxes and processes orders for free publications and program literature.  The incumbent handles approximately 30 inquiries per day, on average.

 

3.       Provides back-office, administrative support to online services of the Society including the ACS Online Store and the OASys abstract-submittal system In addition to customer or user contacts regarding these online services, incumbent is also responsible for communicating with staff inside and outside of OSS regarding these services, sharing customer feedback as appropriate and calling attention to problems or errors in the system.

 

4.       Resolves problems and customer complaints; prepares and sends written confirmations of corrected transactions to customers.

 

5.       Issues credits and refunds in accord with business policies.

 

6.       Researches order and payment records and responds to inquiries from customers and product managers.

 

7.       Provides support to Information Resource Center staff as required, including but not limited to, fulfilling article and book loan requests, filing magazines and assisting with magazine routing.

 

Education/Experience/Technological Knowledge

 

High school diploma or equivalent and training in specialty area; 3-5 years of experience working in high-volume call-center environment.

 

ACS is a drug-free/smoke-free, equal opportunity employer.

 

The ACS offers truly competitive salaries and an outstanding benefits package; health, retirement, and transportation benefits are only some of those provided.

 

To apply:  please send resume and cover letter to employment@acs.org .  Please reference 08-86 in the subject line.