Senior Customer Service Representative, Customer Billing & Account

The Customer Billing & Account Support (CBAS) department is responsible for a number of functions which support ACS Publications.

The functions include maintaining the database of subscribers for Society publications; and providing assistance to all subscribers for ordering, billing, pricing, or account status and other customer inquiries.

The Representative will be responsible for the following tasks and activities: * Processes orders, payments or adjustments to accounts for subscription orders on the database.

* Responds to agency or customer communications regarding orders, claims, billing, invoicing, pricing or processing of subscription orders.

* Maintains records on complex order packages for print products, assists customers/agents with standard pricing questions, performs complex database research, maintains tables on customer files, creates/maintains reports on Excel.

* Tracks/reports on daily workload.

Informs Manager of issues or problems that may affect deadlines or project completion.

Provides solutions to resolve daily work issues.

* Provides assistance to other areas of the Society with questions on subscription sales processing and practice.

* Completes special projects, monitoring progress and reporting to Manager or other personnel in upper management as assigned.

* May assist Manager with training of new employees as well as retraining of staff that need assistance and assists with documentation of processes for training purposes.

* May assist with scheduling of production runs, quality checking data feeds, or processing of electronic banking files.

May assist with Renewal and Invoice runs as necessary.

Required Skills: * Associate's Degree or equivalent plus 3 years of office work experience or Bachelor's Degree with internship or other practical work experience.

* High level of computer literacy including experience with Microsoft Word, Microsoft Outlook, Microsoft Excel, Microsoft Teams, and SalesForce CRM.

FTP knowledge preferred but not required.

* Excellent math skills.

* Excellent problem solving, organization skills, and time/task management skills.

* Excellent oral and written communication skills with the demeanor to interact positively with customers.

* Ability to work in a production-oriented environment; to manage time with a high level of independence while meeting productivity expectation.

* Willingness and ability to work as part of a team.

Required Experience: 3 years of professional work experience in a billing, accounting, or related function.

Division Position Summary This position is based in the Columbus, Ohio office.

ACS employees work a hybrid work schedule, consisting of working onsite, three days per week.

ACS employees are in the office on Tuesday and Wednesday with the third in-office day scheduled in consultation with the manager.

While always welcome to work in the office, employees may work the other two days of the week from a location of their choice.

New employees are immediately eligible for this hybrid work arrangement.

ACS offers relocation assistance, if applicable.

EEO/Minority/Female/Disabled/Veteran