Sr Customer Service Representative

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.

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. 

• 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