{"id":1610802,"url":"https://alion.io/job/cas-senior-customer-service-representative","title":"Senior Customer Service Representative","company":{"id":1756478,"name":"CAS","domain":"cas.org","url":"https://alion.io/company/cas-org","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Columbus, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":24,"max":25,"currency":"USD","period":"hour","gross":null,"usd_annual":50000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Outlook","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-01T15:30:35Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-23T20:38:09Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"Division and Unit Overview\nWith a global community of more than 260,000 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.\nThe 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.\nWithin the division, Membership Services supports the 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 include 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.\nWe are presently filling a Senior Customer Service Representative position within Member Services. The position is full-time, non-exempt, with benefits and is located in Columbus, OH. The Senior Customer Service Representative 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. Overtime is available as needed to meet cyclical business demands.\nPrimary duties and responsibilities are as follows:\nHandles 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.\nUtilizes troubleshooting expertise for technical related questions and access issues across a wide range of ACS products, programs, and services.\nProvides timely and accurate response to all customer contacts while ensuring end-to-end resolution utilizing multiple authoritative databases and extensive knowledge of various technologies.\nAssists 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.\nExecutes on all short- and long-term tasks and projects additionally specified through the objective setting and performance review processes.\nRepresents 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.\nRequired Skills:\nAptitude to quickly learn and apply new technical skills using ACS-specific hardware and software.\nProficient in Excel, Word, and Outlook at a minimum; experience in Salesforce Service cloud preferred.\nAnalytical & problem-solving mindset.\nExcellent oral, written, and interpersonal communications skills.\nHigh degree of dependability to be able to reliably support the goals and functions of a small team.\nExperience using Customer Relationship Management (CRM) systems and Contact center handling software highly desired.\nThis role is based in our Columbus, OH office. A reasonable rate of base compensation for this position is$24.00-$25.50 per hour.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.\nACS 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.\nAny 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.","description_format":"text","description_chars":4964,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Health insurance","Life insurance","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-01T20:19:45Z"}],"visa":[],"liveness":{"score":72,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.797,"p_room":0.9,"age_days":21,"expected_fill_days":34,"reasons":["conf:4","velocity","win:mid"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":50000,"is_top_pay":false},"html_url":"https://alion.io/job/cas-senior-customer-service-representative","json_url":"https://alion.io/job/cas-senior-customer-service-representative.json","meta":{"generated_at":"2026-10-23T22:38:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5521,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1756478},"rest":"https://alion.io/mcp/rest/get_company?id=1756478"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcas-senior-customer-service-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcas-senior-customer-service-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcas-senior-customer-service-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cas-senior-customer-service-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcas-senior-customer-service-representative"}]}