Subscriber Support Representative

The Harold Grinspoon Foundation•Agawam, MA

1d•Hybrid

About The Position

The Harold Grinspoon Foundation (HGF), located in Agawam, MA, is looking for a Subscriber Support Representative to provide general support for the Foundation’s flagship program, PJ Library®, which sends free Jewish children’s books to Jewish families around the world each month. This is a full-time position within a fast-paced, mission-driven nonprofit organization. Reporting to the Manager of Subscriber & Community Support, the Subscriber Support Representative will primarily focus on the department’s subscriber support responsibilities, including updating key databases and comprehensively managing and responding to requests and inquiries from PJ Library families.

Requirements

Associate’s degree and 2+ years of relevant customer service or CRM experience, or equivalent combination of education and experience.
Strong written and verbal communication skills.
Excellent computer skills, including proficiency with Microsoft Office, Outlook, and Salesforce Case Management platform.
Close attention to detail.
Willingness to be flexible and responsible with a variety of tasks.
Eagerness to work as part of an administrative and subscriber support team.
Superior problem-solving skills and the ability to think quickly “on your feet.”
Ability to multi-task, prioritize, and meet challenging deadlines.
A calm and comfortable phone manner.

Nice To Haves

Experience with Microsoft Dynamics 365 Business Central is a plus.

Responsibilities

Respond to emails and phone calls from families enrolled in the PJ Library and PJ Our Way programs, as well as support related programs such as PJ Library Grandparents, Get Together, and First-Time Camp Awards for PJ Library Subscribers.
Maintain and update subscriber records using Microsoft Dynamics 365 Business Central & Salesforce; track and manage all subscriber inquiries through Salesforce.
Route inquiries from authors, illustrators, and donors to the appropriate internal teams.
Research and resolve cases where books are not received by families.
Process returned mail.
Escalate any technical issues to the Manager of Subscriber & Community Support for coordination with IT and/or vendors.
Contribute to process documentation and internal knowledge articles for the entire team’s reference and use.
Provide general office support as needed, including: Prepare materials for projects, conferences, and clients.
Create shipping labels and coordinate outgoing packages.
Provide support to the Office Coordinator during absences (e.g., vacation, sick time, or medical leave).
Assist with events and conferences.