Library Customer Success & Onboarding Specialist

Midwest Tape, LLC; Holland (OH); On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

401k + match

Profit sharing

Paid vacation and personal time

10 paid holidays

Company performance bonus

Holiday bonus

Job summary

Midwest Tape, LLC is seeking a Customer Support Specialist to assist libraries using hoopla digital, including onboarding new customers and providing ongoing support by phone and email. The role requires strong interpersonal communication, attention to detail, and the ability to work both independently and as part of a team.

Ideal candidates have a Bachelor's degree in business or related field and at least 1 year in inside sales or customer service, with proficiency in Microsoft Office and

Qualifications

• Bachelor's degree in business, related field, or equivalent experience.
• Minimum 1 year of inside sales or customer service experience.
• Excellent written and verbal communication.
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.
• Proficient with Microsoft Office and basic graphic software.
• Familiarity with AI tools for drafting and analysis while maintaining confidentiality.
• Ability to read and interpret policies and operating manuals.

Responsibilities

• Onboard and assist new inside Tier 1 customers with setup.
• Answer customer questions about the platform, applications, websites, devices, content, etc.
• Communicate effectively with digital staff and sales reps.
• Maintain an ongoing list of customer concerns and opportunities for improvement.
• Prioritize concerns and forward to the appropriate personnel.
• Identify customers' needs and recommend total solutions.
• Provide ongoing support by phone and email.
• Review social media comments and suggestions.

Skills

Interpersonal skills

Communication

Detail oriented

Organization

Follow-up

Grammar accuracy

Independent worker

Team player

MS Office

Photoshop

AI tools

Reading comprehension

Active listening

Education

Bachelor's degree in business or related field

Tools

Copilot

ChatGPT

Claude

Job description

Midwest Tape, LLC is seeking a Customer Support Specialist to assist libraries using hoopla digital, including onboarding new customers and providing ongoing support by phone and email. The role requires strong interpersonal communication, attention to detail, and the ability to work both independently and as part of a team.

Ideal candidates have a Bachelor's degree in business or related field and at least 1 year in inside sales or customer service, with proficiency in Microsoft Office and