Editorial Standards Specialist

Author Solutions•Bloomington, IN

About The Position

At Author Solutions, we provide the technology and services that make publishing easy, affordable, and available to anyone, anyway, anywhere, anytime. This provides as the foundation for you to meet expectations of customers both external and internal. A professional presentation is imperative and the expectation is that you will perform your job with enthusiasm, attention to detail, care and reliability. The Editorial Standards Specialist (ESS) is primarily responsible for helping authors through the editorial services process as quickly as possible by following up with authors after an editorial service has been performed. The ESS may answer or direct author editorial inquiries to the right individuals or general questions to the right departments. This is a full-time position.

Requirements

High school diploma required, bachelor’s degree preferred (preferably in English, Communications, or Journalism).
Two to three years’ prior customer or administrative service required (preferably with books).
Editing/Publishing experience preferred.
Microsoft Word, Excel, and Outlook, Internet use, typing skills at 50 WPM, ability to research and apply editorial fundamentals from the Chicago Manual of Style
Sufficient manual and digital dexterity to work with a computer keyboard, mouse and monitor, phone pad.
Frequent typing/reading
Has access to highly confidential data with respect to company information and customer information.
Distribution of e-mail, mail, and faxes.
Access to other e-mail inboxes for general inquiries.
Analytical ability to define problems or opportunities, devises solutions, and leads implementation of solutions.
Will meet required timeliness with accuracy and in terms of completion, in order to comply with business need and company policies.
Will comply with legal and regulatory requirements.
Prioritizes tasks and primary duties and within scope of position.
Primary duties should be completed daily.

Nice To Haves

bachelor’s degree preferred (preferably in English, Communications, or Journalism).
preferably with books
Editing/Publishing experience preferred.

Responsibilities

Track and follow up with authors after an editorial service has been performed.
Manage authors in workload of titles going through editorial services process.
By phone and e-mail, answer general factual questions, research complaints about the title-specific editorial service to inform customer service staff, and track all communications.
Assist authors by communicating feedback to editors and completing any required editorial forms or questionnaires.
Pass along white papers, guidelines, and other editorial information to authors as needed.
Initiate follow-up contact with authors if time elapses after an editorial service to ensure timely turnaround of manuscripts.
Advance problematic or difficult author questions to the Editorial Services Coordinators, Management, or to the appropriate Editorial Consultant if author is considering purchasing an editorial service.
Perform quality-assurance checks on editorial services as needed.
Facilitate payments for add-on services when necessary.
Facilitate returns or adjustments to editorial orders when needed.
When needed, assist Editorial Department in trafficking project files in and out of the department.
Assist Editorial Service Coordinators to resolve service-level inquiries with authors.
Demonstrates self-reliance by meeting/exceeding workflow needs.
Follows established processes as outlined by Manager.
Participates in process review and improvement with Manager.
Complete assigned duties based on daily business needs and individual skill set.
Consistently produces a high volume of quality work.
Is capable and adapts as needed to work under pressure and meet tight deadlines.
Complete quality-assurance checks.
Perform work accurately based on job functions/responsibilities, daily business needs, and individual skill set.
Always takes a courteous, helpful approach and is solution-oriented.
Demonstrates outstanding customer service skills.
Works efficiently and respectfully with all customers, both external and internal.
Communicates effectively, is thoughtful, articulate, clear, and concise.
Is timely with all customers, both external and internal, and is available when needed.
Is prompt and accurate with information/guidance when answering questions.
Ensures a spirit of excellence, teamwork, collaboration, and cooperation.
Volunteers to assist others to meet the workflow needs.
Complies with Author Solutions employee manual, guidelines, policies, and procedures.
Respects and protects confidential information.
Demonstrates a positive, professional approach to work effectively with customers, vendors, and staff.
Demonstrates the ability to exercise good judgment.
Contributes to a positive, productive work environment.
Attends required and other pertinent in-services and meetings, and takes advantage of internal educational opportunities.
Maintains excellence in attendance and punctuality.
Positive communication skills; correct grammar, clear speech; provides prompt, professional responses.
Is self-motivated, takes responsibility, and resolves situations.
Answers incoming calls and forwards to appropriate area.
Computer/system knowledge, proficient keyboard skill and accuracy.
Demonstrates experience with a variety of office machines.
Ability to multitask.
All other duties as assigned.