Sr Customer Service Representative

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.

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.

• →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.

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. 

• 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

 

• 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

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