Customer Service Representative-Hybrid

Description

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. 

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  

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.

Equal Opportunity Employment

Bloomsbury Publishing USA is committed to a merit-based, equal-opportunity workplace. We hire, retain, and promote employees based on individual qualifications, skills, and performance, without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other characteristic protected by law.

Our company fosters an inclusive environment where all employees are treated fairly and have the opportunity to succeed based on their abilities and contributions. We remain dedicated to upholding the highest standards of professionalism and fairness in all aspects of employment. 

Benefits

• Medical
• Vision
• Dental
• 401(k)
• Paid Time Off
• Hybrid Work Schedule