Customer Support Representative serving customers with inquiries and orders in USA Sales channel. Collaborating with internal teams and providing exceptional service to ensure customer satisfaction.
About the role
- Customer Service Representative working with customers and internal departments at Bloomsbury. Responsible for order processing, technical support, and ensuring customer satisfaction.
Responsibilities
- Process all orders in SAMS/SalesForce.com including setting up opportunities and accounts on both systems
- Contact point for all customer queries/technical support queries and tech support contact to Account Managers
- Report access issues and work on fixes/testing, if necessary, with a third-party platform provider
- Sales support as needed, running usage stats in particular
- Set up renewals/access fees for institutional accounts
- Set up access for all products via requests from editorial/marketing for individuals (gratis/trial access)
- Provide MARC record updates monthly and upon request to customers
- Answer queries received via general online product inboxes
- Deal with all queries as first point of contact for “contact us” forms from all digital platforms
- Provide administrative support as needed, including making sure information is correct and up to date on all internal systems
- Liase with customers on license agreements, sometimes coordinating with third party partners
Requirements
- 1+ years of experience with customer service
- Attention to detail and strong problem-solving abilities
- Excellent verbal and written communication skills
- Familiarity with a CRM, preferably SalesForce.com, as well as Microsoft 365
- College degree or equivalent
Benefits
- Medical
- Vision
- Dental
- 401(k)
- Paid Time Off
- Hybrid Work Schedule
Job title
Job type
Experience level
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Degree requirement
Tech skills
Location requirements
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