Sr Customer Service Representative

EBSCO • Hoover, AL

7d • $38,220 - $54,600

About The Position

EBSCO Information Services is seeking an experienced, motivated, and customer-focused senior customer service representative 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. The representative handles customer needs in a fast-paced, deadline-driven environment, resolves complex inquiries, supports team members, and identifies opportunities to improve processes and the customer experience.

Requirements

• At least 5 years of relevant customer service experience; professional office or business environment experience preferred.
• Strong verbal and written communication skills and 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 in Microsoft 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 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.
• 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.
• 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 through proactive communication, addressing concerns, and ensuring customer satisfaction.
• Manage daily workloads, meet established deadlines, and respond to customers within expected timeframes.
• Identify opportunities to improve customer service processes, increase efficiency, and enhance the 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