Customer Service Representative-Hybrid

Bloomsbury Publishing Inc•Greenbelt, MD

15h•Hybrid

About The Position

Reporting to the Senior Customer Service Manager, the Customer Service Representative will act as a liaison between customers and various internal departments including but not limited to BDR Sales, Finance and Marketing, working diligently to resolve any emerging issues our customers might face and aiming for the highest degree of accuracy and efficiency. Ultimately this position will ensure that every customer and account receives the highest level of service by responding quickly and efficiently to customer inquiries, maintaining high levels of customer satisfaction and reflecting well upon the Bloomsbury brand.

Requirements

1+ years of experience with customer service
Attention to detail and strong problem-solving abilities
Excellent verbal and written communication skills
Familiarity with a CRM, preferably SalesForce.com, as well as Microsoft 365
College degree or equivalent
Location: Candidates must reside within a commutable distance to our Greenbelt, Maryland office in MD, DC or VA and can work on hybrid-remote schedule.

Responsibilities

Process all orders in SAMS/SalesForce.com including setting up opportunities and accounts on both systems
Contact point for all customer queries/technical support queries and tech support contact to Account Managers
Report access issues and work on fixes/testing, if necessary, with a third-party platform provider
Sales support as needed, running usage stats in particular
Set up renewals/access fees for institutional accounts
Set up access for all products via requests from editorial/marketing for individuals (gratis/trial access)
Provide MARC record updates monthly and upon request to customers
Answer queries received via general online product inboxes
Deal with all queries as first point of contact for “contact us” forms from all digital platforms
Provide administrative support as needed, including making sure information is correct and up to date on all internal systems
Liase with customers on license agreements, sometimes coordinating with third party partners