Customer Service Representative 117280
Customer Service Representative 117280
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Job Description
Johns Hopkins University Press seeks a Customer Service Representative (CSR) who will join a team of exceptional professionals committed to bringing the benefits of discovery to the world by providing global access impact and influence for the scholarship that we publish and distribute. This position will help to ensure that the Press is a leader in the selection and development of innovative ideas and scholarship; the creation of pioneering technologies to enhance discovery and learning; and the connection of people to the most trusted knowledge from global researchers scholars and educators.
The CSR will provide excellent customer support services to journal subscribers membership societies and other clients of the Johns Hopkins University Press Journals Publishing Division. This frontline position will be responsible for order/payment processing and subscription fulfillment for journals published by the Press and its clients. The CSR will also serve as a customer service liaison with membership organizations and their members and will see that all records are accurately maintained. This position is an interactive operational part of the Press. This position reports to the Journals Customer Service Assistant Manager.
The Press is committed to honoring every persons inherent dignity as human beings and making that the foundation of our organizational culture. We proactively find ways to ensure opportunities that promote diversity equity inclusion and access. We strive to publish courageously giving voice to groundbreaking ideas. We support each other and our stakeholders and envision a future where knowledge enriches the lives of every person. The successful candidate will join a welcoming community that is inclusive and values the contributions and perspectives of individuals from all backgrounds.
The starting salary range for this position is $15.70 to $20.50 per hour. Actual salary is based on factors such as geographic location work experience market conditions education/training and skill level.
Specific Duties & Responsibilities
- Enter subscription and membership orders correctly and in a timely manner.
- Process order payments.
- Assist subscribers with placing orders and account maintenance (e.g. passwords address changes and corrections undeliverable accounts).
- Provide basic membership and conference registration services for associations including the review of daily membership reports for duplicates and errors.
- Professionally respond in a timely manner to multichannel correspondence (phone email web form) from subscribers and journal contributors members and society leaders subscription agents and bookstores (e.g. requests for invoices claims for missing issues product information queries order/payment assistance).
- Carefully document customer contact and issues.
- Complete assigned projects (gratis lists conversion lists etc. accurately and on time.
- Run daily and monthly reports to monitor the status of customer accounts and orders.
- Weave diversity equity inclusion and access principles into all aspects of the work.
- Other duties as assigned.
Special Knowledge Skills & Abilities
- Excellent oral written and interpersonal customer service skills are essential with aptitude for figures and attention to detail.
- The ability to meet deadlines and work with little supervision is essential with experience in a hybrid workforce environment a plus.
- Experience with Microsoft Office suite (particularly Excel Teams & Outlook) required. Must be able to acquire and maintain an excellent working knowledge of the fulfillment system ticketing system and other applications used by the Journals Division.
- Specialized database call center and journals publishing/subscription fulfillment experience a plus.
- Excellent critical thinking and communication skills.
- Outstanding problemsolving skills including using analytics to drive decisions.
- Creative thinker; embracing new idea; passionate about exploiting the potential of JHUP.
- Inclusive in decisionmaking and problemsolving.
- Excel in effective use of resources; keen selfawareness of strengths and weaknesses.
Minimum Qualifications
- High School Diploma or graduation equivalent.
- Two years customer service experience required.
- Additional education may substitute for some required experience to the extent permitted by the JHU equivalency formula.
Classified Title: Customer Service Representative
Role/Level/Range: ATO 37.5/02/OC
Starting Salary Range: $15.70 $25.25 HRLY $40000 targeted; Commensurate w/exp.
Employee group: Full Time
Schedule: MF 8:30 am 5:00 pm
FLSA Status:NonExempt
Location:Hybrid/Homewood Campus
Department name: Journals Fulfillment
Personnel area: Academic and Business Centers
Required Experience:
Unclear Seniority
Employment Type
Hourly
