About the Opportunity
Reporting to the Director of Evaluation & Subscriber Support, we are seeking an experienced problem-solver to oversee subscriber and community partner support as pertains to the PJ Library and PJ Our Way programs. The Manager of Subscriber & Community Support will supervise a team of customer service professionals and will oversee and contribute to the daily workflow in the department.
Responsibilities
- Manage and maintain the Service Console platform within Salesforce, where all Subscriber and Community Support inquiries are handled
- Ensure any technical issues are resolved as quickly as possible through close coordination with the Data Management, IT and Salesforce support teams
- Support the development of training and knowledge articles for the entire team’s reference and use
- Develop and utilize reporting views within Salesforce to track and identify trends and areas to improve the quality of support offered
- Oversee the resolution of all requests/inquiries from PJ Library and PJ Our Way audiences—subscriber parents, grandparents, authors, etc.
- Search for and update records in the subscriber database (NAV & Salesforce); use Salesforce to comprehensively track and respond to all inquiries
- Use list views and reporting in Salesforce to monitor caseload and help manage workflow for the entire team
- Provide guidance on appropriate response/approach for more sensitive situations, including routing to other departments (i.e., Content & Family Experience, Data Management, etc.)
- Provide high-level updates to the Director of Evaluation and Subscriber Support, and Director of Operations on case volume and demand as needed
- Overseeing and directly supporting the resolution of all requests/inquiries from PJ Library Community Professionals
- Search for and update records for communities and subscribers in NAV, including address changes and general subscriber inquiries
- Process address changes and create pending enrollments when a subscriber moves, and initiate all email notifications necessary to the original and new communities being impacted by the move
- Manage and support the Program Professional dashboard, which is used by all PJ Library Community Professionals to monitor subscriptions and renewals. This includes user training
- Answer general requests for support submitted via email or via social media by PJ Library Community Professionals
- Supervise, mentor, and motivate the Subscriber Support team members (3 direct reports)
- Diligently manage performance and professional development through weekly check-ins and quarterly and annual reviews, as part of the HGF performance review process
- Serve as point of escalation, across all support areas, as needed
Experience Required
- Associate’s degree required; Bachelor’s degree preferred, or equivalent combination of relevant education, certification, training, and experience
- 5 or more years of customer service and/or customer relationship management experience
- 3 or more years of management experience with at least one direct report
- Comfortable using Helpdesk/Ticket Management Systems
- Technological aptitude with experience or strong desire to learn our business systems and technologies – including but not limited to: Salesforce/Microsoft Dynamics NAV
- Excellent verbal and written communication with strong interpersonal and relationship-building skills
- Strong organizational and time management skills
- Strong analytical and problem-solving skills
- Proficient at identifying pain points and determining solutions for system and process improvement
- Ability to function well in a fast-paced environment
- Familiarity with the North American Jewish community a plus
Location
Agawam, Massachusetts home office
Physical Requirements
- Prolonged periods sitting at a desk and working on a computer
- Must be able to lift up to 25 pounds at times
Salary
Commensurate with experience
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.
The Harold Grinspoon Foundation is an equal opportunity employer. All qualified applicants are invited to apply. For more information about the foundation and its programs, visit
www.hgf.org.