Sr Customer Service Representative

Ebsco • Birmingham, AL

5d

About The Position

EBSCO Information Services is seeking an experienced, motivated, and customer-focused Sr Customer Service Representative I for its Academic Customer Service team. The role manages a portfolio of customer accounts, primarily college and university libraries, and provides service and support for print and electronic journal subscriptions. It suits someone 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, the representative resolves complex inquiries, supports colleagues, and identifies opportunities to improve processes and the customer experience.

The representative assists customers with subscription selection, ordering, renewals, claims, billing inquiries, and other account needs. They research and resolve customer issues with internal departments, publishers, and business partners; maintain customer relationships through proactive communication; manage daily workloads and deadlines; document account activity accurately; and collaborate with Sales and other internal teams. The Academic Customer Service team has about 10 people, and EBSCO provides resources, tools, training, and support.

Requirements

• At least 5 years of relevant customer service experience; experience in a professional office or business environment is preferred.
• Strong verbal and written communication skills, including the ability to handle customer inquiries professionally and resolve complex issues.
• Excellent organizational, time-management, and problem-solving skills.
• Ability to prioritize responsibilities, meet deadlines, and work independently.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, Teams, and OneDrive.
• Willingness to learn new systems and adapt to changing processes.

Nice To Haves

• Bachelor's degree.
• Experience managing a portfolio of customer accounts and building lasting customer relationships.
• Knowledge of library services, journal subscriptions, publishers, or the information services industry.
• Proven ability to manage competing priorities, meet deadlines consistently, and provide timely customer responses.
• Proactive approach to problem-solving, including taking ownership of customer issues and following through to resolution.
• Willingness to share knowledge, mentor colleagues, and collaborate effectively with internal teams.
• Positive, customer-focused attitude and commitment to continuous improvement, adaptability, and exceptional service.

Responsibilities

• Assist customers with subscription selection, ordering, renewals, claims, billing inquiries, and other account-related needs.
• Research and resolve complex customer issues in collaboration with internal departments, publishers, and other business partners.
• Maintain customer relationships by proactively communicating updates, addressing concerns, and ensuring customer satisfaction.
• Manage daily workloads effectively and meet established deadlines and customer response expectations.
• Identify opportunities to improve customer service processes, efficiency, and customer experience.
• Maintain accurate and thorough account documentation, recording customer interactions and actions.
• Collaborate with Sales and other internal teams to address customer needs and support business objectives.
• Share knowledge, mentor colleagues, and collaborate with internal teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed