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Customer Service Support Specialist

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EBSCO Information Services

5d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Data

AI generated summary

  • You must be proficient in Microsoft Excel, Word, and Outlook, have strong communication and organizational skills, attention to detail, problem-solving abilities, and a customer-focused mindset.
  • You will process orders, generate reports, set up customer accounts, manage claims, communicate with customers, conduct audits, provide training, and troubleshoot issues.

Requirements

  • Essential Requirements:
  • Proficient in Microsoft Applications: Advanced knowledge of Excel, Word, and Outlook, with the ability to efficiently use these tools to manage orders, analyze data, and communicate effectively.
  • Effective Communication Skills: Excellent written and verbal communication abilities, ensuring clear and professional interactions with both internal teams and external customers.
  • Organizational and Planning Skills: Strong capability to prioritize tasks, manage time effectively, and organize workloads, ensuring that all orders and customer requests are handled promptly and in line with SLAs.
  • Attention to Detail: A keen eye for detail, ensuring accuracy in order processing, reporting, and all customer-related tasks.
  • Problem Solving and Decision-Making: Ability to troubleshoot issues, identify solutions, and make informed decisions to resolve customer service challenges and streamline operations.
  • Desirable Skills:
  • Experience with Tableau: Familiarity with Tableau or other reporting tools to generate, analyze, and interpret KPI data.
  • Customer-Focused Mindset: A strong commitment to providing excellent customer service, with a proactive approach to identifying and meeting customer needs.
  • Team Collaboration: Ability to work effectively within a team, supporting colleagues and contributing to overall service improvements.
  • Experience:
  • Customer Service Background: Proven experience in a customer service or support role, demonstrating the ability to manage customer inquiries and deliver high levels of satisfaction.
  • Data Entry and Processing Expertise: Strong skills in data entry and order processing, with a focus on accuracy and efficiency.
  • Deadline-Oriented: Experience working in a fast-paced environment, successfully meeting tight deadlines while maintaining quality standards.
  • Attention to Detail: Demonstrated ability to perform tasks with high precision, ensuring accuracy in all aspects of customer service and order management.

Responsibilities

  • Order Processing: Ensure timely and accurate processing of e-book and database orders, adhering to SLAs for order fulfillment and maintaining a high level of service delivery.
  • KPI Reporting: Generate and provide service-related reports as requested, using various in-house systems, including Tableau. Support ongoing projects, such as the migration of e-books and databases to the ENET platform.
  • Customer Account Setup: Facilitate the creation and setup of new customer accounts, ensuring all information is correctly recorded and maintained.
  • Administrative Support: Assist the Customer Service team with high-volume, routine administrative tasks, as well as ad hoc requests that may arise during busy periods.
  • Claims Handling: Manage the claims process for print-related issues by investigating claims, liaising with publishers, and ensuring accurate updates to internal systems and customer records.
  • Customer Communication: Provide direct customer support by handling claims inquiries, publisher updates, and other communications with external partners.
  • Quality Assurance Audits: Perform regular audits to ensure quality standards are met. Analyze audit results and create reports on key activities to identify areas for improvement.
  • Support and Training: Offer training and ongoing support to internal teams and customers, helping them navigate systems, processes, and troubleshooting issues.
  • Troubleshooting and Quality Control: Handle troubleshooting activities related to order issues or system errors, and address quality concerns such as credit requests, reporting findings to the relevant teams for corrective action.

FAQs

What are the main responsibilities of a Customer Service Support Specialist?

The main responsibilities include managing and processing e-book and database orders, generating KPI reports using Tableau, facilitating customer account setups, handling administrative support tasks, managing claims processes, providing customer communication, conducting quality assurance audits, offering training and support, and troubleshooting order issues.

What skills are essential for this role?

Essential skills include proficiency in Microsoft Applications (especially Excel, Word, and Outlook), effective communication skills, strong organizational and planning abilities, attention to detail, and problem-solving and decision-making capabilities.

What experience is required for the Customer Service Support Specialist position?

A proven background in customer service or support roles is required, along with experience in data entry and processing, a deadline-oriented mindset, and a demonstrated attention to detail.

Is experience with Tableau necessary for this role?

While experience with Tableau is desirable, it is not mandatory. Familiarity with other reporting tools may be acceptable.

What is the work schedule for this position?

The work schedule is 37.5 hours per week.

What type of benefits does the company offer?

The company offers benefits including 22 days of holiday, profit sharing, a workplace pension scheme (available after 3 months of service), and a cycle to work scheme.

Are training opportunities provided for this role?

Yes, the role involves providing training and ongoing support to both internal teams and customers to help them navigate systems and processes.

How does this role contribute to customer satisfaction?

This role contributes to customer satisfaction by ensuring timely order processing, effective communication, quality assurance, and prompt troubleshooting, ultimately enhancing the overall customer experience.

What kind of communication skills are expected?

Excellent written and verbal communication skills are expected, ensuring clear and professional interactions with both internal teams and external customers.

Is attention to detail important for this position?

Yes, attention to detail is crucial for ensuring accuracy in order processing, reporting, and all customer-related tasks.

EBSCO Information Services

At EBSCO Information Services, we're working every day to transform lives.

Technology
Industry
1001-5000
Employees
1984
Founded Year

Mission & Purpose

EBSCO Information Services is the leading provider of information resources for institutions including discovery, journal and e-package services, research databases, e-books, digital archives, healthcare resources, corporate resources, readers’ advisory and more. EBSCO serves the research needs of academic institutions, schools and public libraries plus hospitals and medical institutions, corporations and government agencies. We are a stable, growing company and currently hiring across several business units. Please visit our careers website careers.ebsco.com to view the positions we have available company-wide.