Community Support Representative

About the Opportunity

Reporting to the Manager of Subscriber & Community Support, the Community Support Representative will focus on the department’s community support responsibilities, including updating key databases and comprehensively managing requests and inquiries from PJ Library Community Professionals, among other tasks.

 

Responsibilities

Responsibilities for this position include, but are not limited to:

• Searching for and updating records for PJ Library communities and subscribers in their respective databases (Microsoft Dynamics NAV & Salesforce), including address changes and general subscriber inquiries.
• Processing address changes and creating pending enrollments when a subscriber moves, and initiating all email notifications necessary to the original and new communities being impacted by the move.
• Processing subscription emails submitted by PJ Library Community Professionals on behalf of new PJ Library families.
• Supporting the Program Professional dashboard, which is used by all PJ Library Community Professionals to monitor subscriptions and renewals. This may include assisting with user training.
• Answering general requests for support submitted via email or via social media by PJ Library Community Professionals.
• Reporting any technical issues to the Subscriber & Community Support Manager, so that they may arrange for IT and/or vendor support.
• Writing and contributing to all process documents and Knowledge Articles for the entire team’s reference and use.
• Utilizing reporting views within Salesforce to help improve the quality of support offered.
• Providing other general office support as needed, including, but not limited to:
  • Producing and copying materials for projects, conferences, and clients.
  • Preparing shipping labels for packages.
  • Providing broad support for events and conferences.
  • Processing returned mail.

Requirements

• Strong written and verbal communication skills.
• Excellent computer skills, including proficiency with Microsoft Office and Outlook.
• Technological aptitude with experience or strong desire to learn our business systems and technologies – including, but not limited to, Salesforce and Microsoft Dynamics NAV.
• Strong organizational skills and keen attention to detail.
• A calm and comfortable phone manner.
• Excellent customer service skills with prior customer service experience.
• Willingness to be flexible and responsible with a variety of tasks.
• Eagerness to work as part of an administrative and support team.
• Solid problem-solving skills and the ability to think quickly “on your feet.”
• Ability to multi-task, prioritize, and meet challenging deadlines. 

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at a time, as needed.

Salary

Benefits

• Health, dental, and vision insurance
• Short and long-term disability insurance
• 401(k) retirement plan with employer match
• Paid sick, holiday, vacation, and personal days
• Flexible work schedule policy

To Apply

Apply Here

No phone calls, please.