Customer Support Specialist, Hoopla

Onsite, Holland, Ohio

Full-time, Monday- Friday 8:30am-5pm

Midwest Tape | Hoopla

About us:

What started in 1989 as a family-owned video rental store grew into a trusted partner dedicated to helping libraries thrive. A single suggestion to sell VHS tapes (remember those?) to public libraries inspired our founder, John Eldred to start Midwest Tape LLC – and set our mission in motion. 

Fast forward to over 35 years later, we provide libraries across North America, New Zealand, and Australia with innovative products and equitable access to content. Backed by a passion for exceptional service and a deep understanding of library needs, we fuel libraries with unparalleled access to top-tier media content including physical media (audiobooks, DVDs, CDs, and read-a-longs) as well as our digital platform, Hoopla Digital. 

Hoopla, available on iOS, Android, and desktop, combines our decades of media expertise with modern technology to deliver an all-in-one experience for libraries and their patrons. With one of the strongest catalogs in the digital library space, Hoopla empowers libraries to reach patrons wherever they are. 

We proudly partner with our library partners and content providers to strengthen communities through access to educational resources and entertainment experiences. Since 1989, our commitment has remained the same: supporting libraries with solutions that make a difference because strong libraries build healthy communities.

Position Summary:

This position works in conjunction with a team of Customer Support Specialists to provide ongoing support for libraries using hoopla digital, including setting up accounts for new customers. 

Primary Duties and Responsibilities:

To perform this position successfully, an individual must fulfill the knowledge, skill, and/or ability requirements listed below.

1. Provide new assigned inside Tier 1 customers with all onboarding and start-up support.  This may include (but is not limited to) the following:
   • Maintaining a list of customer contacts
   • Obtaining, modifying, and loading customer artwork
   • Setting up customer RSS feeds 
   • Providing initial customer account setup assistance and walkthrough
   • Reviewing budget control options with the customer
   • Answering customer questions regarding account setup and maintenance
   • Initiating follow-up communications after the initial setup
2. Answer customer questions about the platform, applications, websites, supported devices, content, etc.
3. Effectively communicate with other digital staff and sales reps.
4. Maintain an ongoing list of all customer concerns, problems, suggestions, and opportunities for improvement.
5. Prioritize identified concerns and improvement opportunities and forward to the appropriate personnel for corrective action.
6. Identify customers’ specific needs and recommend the best total solution for that customer
7. Provide ongoing support by phone and email.
8. Review and compile comments, concerns, and suggestions from social media communications

Skills:

• Exceptional interpersonal and communication skills.
• Detail-oriented and accurate, with excellent organization and excellent follow-up skills.
• Knowledge of proper grammar, spelling, and punctuation.
• Able to work independently while being an active member of a team.
• Basic computer skills, including Microsoft Office and Photoshop.
• Basic AI tool usage (Copilot, ChatGPT, Claude) for drafting, summarizing, and analyzing information while maintaining data confidentiality
• Ability to read and interpret documents such as policy and operating manuals.
• Active listening – giving full attention to what other people are saying, taking time to understand the points being made, and asking questions as appropriate.

Preferred Education Requirements: 

• Bachelor’s degree in business, related field, or equivalent experience.

Preferred Experience:

• 1 year of previous inside sales or customer service experience.

Physical Requirements/Work Environment:

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to regularly sit for extended periods of time.
• Perform repetitive motion-type tasks.
• Ability to work on-site in a team environment.
• Ability to travel.
• Must be physically present for meetings, presentations, and training. 

Benefits:

• Medical, dental, & vision insurance
• 401k + match
• Profit sharing
• Paid vacation and personal time
• Flex time
• 10 paid holidays
• Company performance bonus
• Holiday bonus