Customer Service Representative (Journals Division)

The Johns Hopkins University; Baltimore (MD); Hybrid; USD 46,133,000 - 74,214,000; Full time

Job summary

Johns Hopkins University Press seeks a Journals Customer Service Representative (CSR) to join a team of professionals dedicated to making discovery accessible by supporting journal subscribers, membership societies, and other clients. The CSR handles order and payment processing, subscription fulfillment, and serves as a liaison to member organizations, while maintaining accurate records.

This role reports to the Journals Customer Service Assistant Manager.

Qualifications

• High School Diploma or graduation equivalent.
• Two years customer service experience required.
• Additional education may substitute for some required experience, to the extent permitted by the JHU equivalency formula.

Responsibilities

• Process incoming order requests; process credit requests; process payments; answer telephone and e-mail inquiries.
• Assist with month-end reporting to clients.
• Handle customer order problems and work with the customer to resolve any issues.
• PC knowledge and general bookkeeping are necessary.
• Interact with retail stores, wholesalers, college professors, staff members of clients.
• Other duties as assigned.

Skills

Customer service

PC knowledge

Education

High School Diploma or GED

Tools

Bookkeeping software

Job description

Johns Hopkins University Press seeks a Journals Customer Service Representative (CSR) who will join a team of exceptional professionals committed to bringing the benefits of discovery to the world by providing global access, impact, and influence for the scholarship that we publish and distribute. This position will help to ensure that the Press is a leader in the selection and development of innovative ideas and scholarship; the creation of pioneering technologies to enhance discovery and learning; and the connection of people to the most trusted knowledge from global researchers, scholars, and educators.

The CSR will provide excellent customer support services to journal subscribers, membership societies, and other clients of the Johns Hopkins University Press Journals Publishing Division. This frontline position will be responsible for order/payment processing and subscription fulfillment for journals published by the Press and its clients. The CSR will also serve as a customer service liaison with membership organizations and their members, and will see that all records are accurately maintained. This position is an interactive, operational part of the Press. This position reports to the Journals Customer Service Assistant Manager.

The Press is committed to honoring every person’s inherent dignity as human beings and making that the foundation of our organizational culture. We proactively find ways to ensure opportunities that promote diversity, equity, inclusion, and access. We strive to publish courageously, giving voice to groundbreaking ideas. We support each other and our stakeholders and envision a future where knowledge enriches the lives of every person. The successful candidate will join a welcoming community that is inclusive and values the contributions and perspectives of individuals from all backgrounds.

Specific Duties & Responsibilities

• Process incoming order requests; process credit requests; process payments; answer telephone and e-mail inquiries.
• Assist with month-end reporting to clients.
• Handle customer order problems and work with the customer to resolve any issues.
• PC knowledge and general bookkeeping are necessary.
• Interact with retail stores, wholesalers, college professors, staff members of clients.
• Other duties as assigned.
  

Minimum Qualifications

• High School Diploma or graduation equivalent.
• Two years customer service experience required.
• Additional education may substitute for some required experience, to the extent permitted by the JHU equivalency formula.

Classified Title: Customer Service Representative

Role/Level/Range: ATO 37.5/02/OC

Starting Salary Range: $16.10 - $25.90 HRLY ($40,000 targeted; Commensurate w/exp.)

Employee group: Full Time

Schedule: M-F 8:30 am - 5:00 pm

FLSA Status: Non-Exempt

Location: Hybrid/Homewood Campus

Department name: Journals Fulfillment

Personnel area: Academic and Business Centers