AM33P1 Member Services Analyst

Job Description:

With a global community of more than 230,000 individuals, the American Chemical Society (ACS) is the world's largest scientific society and one of the world's leading sources of authoritative scientific information. A nonprofit organization chartered by Congress, ACS is at the forefront of the evolving worldwide chemistry enterprise and is the premier professional home for chemists, chemical engineers, and related professions around the globe.

The Society & Business Strategy & Operations (BSO) division serves the needs of ACS members and chemistry practitioners worldwide by providing scientific and professional services that advance their success. The BSO division is a Society Programs operational team focused on providing superior customer experience and ensuring value and business alignment, through data research, strategic planning, customer support and web communications.

Within the division, Membership Services supports members and constituents of the ACS with customer support; maintains the database of the Society to ensure accuracy for reporting; provides timely and quality output including fulfillment, renewals & rosters and supports Finance with banking tasks that including payment processing, constituent refunds, and reconciliation of all batches. In addition, this team serves as subject matter experts and provides user acceptance testing for the numerous technology & software platforms that the organization utilizes to provide service to our members and constituents.

We are presently filling an Analyst position within Member Services. The position is full-time, exempt, with benefits and is located in Columbus, OH. The Member Experience Analyst works in a team environment inside a Contact Center that responds to inbound inquiries from individual members and customers via multiple channels. The Contact Center is supporting an increasingly global clientele and the individual selected for this position will be assigned to a standard 8-hour shift between the business hours of 10:30 a.m. and 7:00 p.m., Monday through Friday.

Primary duties and responsibilities:

1. Handles 1st and 2nd level customer support for multiple Society departments via numerous email, chat, phone and incoming mail communications channels. Addresses escalated complex or non-routine issues.
2. Utilizes troubleshooting expertise for technical related questions and access issues across a wide range of ACS products, programs, and services. Evaluates incoming requests for trends or system problems.
3. Ensures the provision of timely and accurate response to all customer contacts while ensuring end to end resolution utilizing multiple authoritative databases and extensive knowledge of various technologies.
4. Participates as a Subject Matter Expert (SME) or Lead in projects supporting departmental, divisional, or enterprise changes, product launches or changes to Governing Documents & Resources. This may include requirements gathering, testing and implementation.
5. Executes on all short- and long-term tasks and projects additionally specified through the objective setting and performance review processes.
6. 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.
7. Provides leadership and guidance to team by serving as liaison with other departments for assigned product or program. Assists with training and documentation.

Required Skills:

1. Extensive technical acumen; adept in Windows, multiple browsers, Salesforce.com and/or Association Management, troubleshooting browser-based software.
2. Intellectual curiosity.
3. Problem-solver.
4. Ability to multitask between phones, email, chat, and incoming receipts.
5. Works well independently and in a team environment.
6. High degree of dependability to reliably support the goals and functions of a small team.
7. Understands integrations between Customer Relationship Management (CRM) systems and content delivery systems.

This role is based in our Columbus, OH office. A reasonable rate of compensation for this position is $50,000-$58,000 per year. ACS employees work a hybrid schedule, consisting of working onsite two days per work week, as decided by functional area. The balance of the week is open to working remotely, though employees are always welcome onsite each day if they choose.

ACS currently provides the following benefits for this position: 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, and 4-week work from anywhere; each benefit is subject to the terms of the applicable program. Additional benefits may apply based on skills, experience, and location.

Any actual offer of employment, reflecting the total compensation package and benefits, will be made in the sole discretion of ACS. ACS reserves the right to amend or modify its employment benefits and compensation structure at any time.

Functional Expert - Considered a thought leader on a subject
Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well
Team Player - Works well as a member of a group

Bachelors (preferred)

5 years: Minimum of 5 years' experience in a contact center role handling phone, email, and chat.
Demonstrated experience in a technical or team lead role requiring additional depth of understanding of product lines and customer service standards with the ability to address and resolve escalated issues with a degree of independence.
(required)