Senior Library Subscriptions Specialist - Remote

EBSCO; Birmingham (AL); Hybrid; USD 38,000 - 55,000; Full time

Job summary

EBSCO Information Services (EIS) is seeking an experienced Sr Customer Service Representative I to manage a portfolio of college and university libraries, handling subscriptions and providing exceptional service in a fast-paced environment.

You will resolve complex issues, collaborate with internal teams, mentor teammates, and help improve processes while maintaining accurate account records and meeting deadlines.

Qualifications

• 5+ years of relevant customer service experience.
• Bachelor's degree preferred.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office products.

Responsibilities

• Assist customers with subscription selection, ordering, renewals, claims, billing inquiries, and other account-related needs.
• Research and resolve complex customer issues, working with internal departments, publishers, and partners.
• Maintain strong customer relationships by proactively communicating updates and addressing concerns.
• Manage daily workloads effectively, meeting deadlines and response expectations.
• Identify opportunities to improve customer service processes, increase efficiency, and enhance customer experience.
• Maintain accurate and thorough account documentation, ensuring interactions are recorded.
• Collaborate with Sales and internal teams to address customer needs and support business objectives.

Skills

Customer service

Verbal communication

Written communication

Account management

Problem solving

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

EBSCO Information Services (EIS) is seeking an experienced Sr Customer Service Representative I to manage a portfolio of college and university libraries, handling subscriptions and providing exceptional service in a fast-paced environment.

You will resolve complex issues, collaborate with internal teams, mentor teammates, and help improve processes while maintaining accurate account records and meeting deadlines.