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Customer Service Support Specialist
2 months ago
We are seeking a highly skilled Senior Customer Service Support Specialist to join our Operations Service Support team at EBSCO Industries Inc. In this role, you will take on a key responsibility for managing and processing e-book and database orders, along with various other support tasks.
Key Responsibilities- Order Processing: Ensure timely and accurate processing of e-book and database orders, adhering to Service Level Agreements (SLAs) for order fulfillment and maintaining a high level of service delivery.
- KPI Reporting: Generate and provide service-related reports as requested, using various in-house systems, including data analytics tools. Support ongoing projects, such as the migration of e-books and databases to the ENET platform.
- Customer Account Setup: Facilitate the creation and setup of new customer accounts, ensuring all information is correctly recorded and maintained.
- Administrative Support: Assist the Customer Service team with high-volume, routine administrative tasks, as well as ad hoc requests that may arise during busy periods.
- Claims Handling: Manage the claims process for print-related issues by investigating claims, liaising with publishers, and ensuring accurate updates to internal systems and customer records.
- Customer Communication: Provide direct customer support by handling claims inquiries, publisher updates, and other communications with external partners.
- Quality Assurance Audits: Perform regular audits to ensure quality standards are met. Analyze audit results and create reports on key activities to identify areas for improvement.
- Support and Training: Offer training and ongoing support to internal teams and customers, helping them navigate systems, processes, and troubleshooting issues.
- Troubleshooting and Quality Control: Handle troubleshooting activities related to order issues or system errors, and address quality concerns such as credit requests, reporting findings to the relevant teams for corrective action.
- Proficient in Microsoft Applications: Advanced knowledge of Excel, Word, and Outlook, with the ability to efficiently use these tools to manage orders, analyze data, and communicate effectively.
- Effective Communication Skills: Excellent written and verbal communication abilities, ensuring clear and professional interactions with both internal teams and external customers.
- Organizational and Planning Skills: Strong capability to prioritize tasks, manage time effectively, and organize workloads, ensuring that all orders and customer requests are handled promptly and in line with SLAs.
- Attention to Detail: A keen eye for detail, ensuring accuracy in order processing, reporting, and all customer-related tasks.
- Problem Solving and Decision-Making: Ability to troubleshoot issues, identify solutions, and make informed decisions to resolve customer service challenges and streamline operations.
- Experience with Data Analytics Tools: Familiarity with data analytics tools, such as Tableau, to generate, analyze, and interpret Key Performance Indicators (KPI) data.
- Customer-Focused Mindset: A strong commitment to providing excellent customer service, with a proactive approach to identifying and meeting customer needs.
- Team Collaboration: Ability to work effectively within a team, supporting colleagues and contributing to overall service improvements.
