Sr Customer Service Representative

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

Benefits offered by this job

Medical, Dental, Vision, Life and DDis

Retirement Savings Plan

Paid Parental Leave

Holidays and PTO

Mentoring program

Job summary

EBSCO Information Services, Inc. is seeking a Sr Customer Service Representative I to manage a portfolio of library subscriptions, delivering exceptional service for print and electronic journals.

This senior role emphasizes ownership, quick problem-solving, and mentoring teammates in a fast-paced environment. You will resolve complex inquiries, coordinate with internal teams, and maintain accurate records to ensure high customer satisfaction and renewals.

Qualifications

• 5+ years of relevant customer service experience.
• Strong verbal and written communication skills.
• Excellent organizational, time-management, and problem-solving skills.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook, Teams, OneDrive)

Responsibilities

• Assist customers with subscription selection, ordering, renewals, claims, billing inquiries, and other account-related needs.
• Research and resolve complex customer issues, collaborating 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 experience.
• Maintain accurate account documentation of interactions and actions.
• Collaborate with Sales and other internal teams to address customer needs and support business objectives.

Skills

Customer service experience

Communication skills

Problem-solving

Microsoft Office

Education

Bachelor's degree preferred

Tools

Microsoft Office Suite

Job description

EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EBSCO employs more than 2,700 people worldwide, with most embracing hybrid or remote work models. As an AI-enabled service leader, we thrive on innovation, forward-thinking strategies, and the dedication of our exceptional team. At EBSCO, we're driven to inspire, empower and support research. Our mission is to transform lives by providing reliable and relevant information - when, where and how people need it. We're seeking dynamic, creative individuals whose diverse perspectives will help us achieve this global, inclusive mission. Join us to help make an impact.

Your Opportunity

EBSCO Information Services (EIS) is seeking an experienced, motivated, and customer-focused Sr Customer Service Representative I to join our Customer Service team. In this role, you will manage a portfolio of customer accounts, primarily college and university libraries, providing exceptional service and support for print and electronic journal subscriptions.

This position is ideal for an individual who thrives in a fast-paced, deadline-driven environment, takes ownership of customer needs, and demonstrates strong problem-solving skills. As a senior team member, you will use your knowledge and experience to resolve complex customer inquiries, support team members, and identify opportunities to improve processes and overall customer experience.

What You'll Do

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

Your Team

You will be welcomed as a member of the Academic Customer Service team (a team of about 10 people). There will be ample resources, tools, training, and support to ensure your success as a enter the role title and your development and career growth at EIS.

About You

• 5+ years of relevant customer service experience, preferably in a professional office or business environment. Bachelor's degree preferred
• Strong verbal and written communication skills, with the ability to professionally handle customer inquiries and resolve complex issues
• Excellent organizational, time-management, and problem-solving skills, with the ability to prioritize responsibilities, meet deadlines, and work independently
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, Teams, and OneDrive, with a willingness to learn new systems and adapt to changing processes

What sets you apart

• Experience managing a portfolio of customer accounts and building strong, lasting customer relationships
• Knowledge of library services, journal subscriptions, publishers, or the information services industry
• Proven ability to manage competing priorities, consistently meet deadlines, and provide timely customer responses
• A proactive approach to problem-solving, taking ownership of customer issues and following through to resolution
• Willingness to share knowledge, mentor colleagues, and collaborate effectively with internal teams
• A positive, customer-focused attitude with a commitment to continuous improvement, adaptability, and delivering exceptional service

Pay Range

USD $38,220.00 - USD $54,600.00 /Yr.

The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position's work location.

Our Work Policy

We value the balance of remote focus and in-person connection. For all our roles not designated as onsite, candidates living within a 30-mile radius of one of our hub office locations (Ipswich, MA; Birmingham, AL; Contoocook, NH) are required to be on-site one day designated by their team for collaboration and syncs. If you reside outside of this 30-mile range, the position is considered fully remote.

EBSCO provides a generous benefits program including

• -Medical, Dental, Vision, Life and Disability Insurance and Flexible spending accounts
• -Retirement Savings Plan
• -Paid Parental Leave
• -Holidays and Paid Time Off (PTO)
• -Mentoring program

And much more! Check it out here: https://www.e