Copyright Clearance Center (formerly Infotrieve) is seeking a Customer Account Specialist.
Position Title: Customer Account Specialist
Location: Wilton, CT and Danvers, MA (two positions)
Position Type: Full-time
How to Apply: hr@copyright.com; (please put position title in the subject line)
Position Overview
We are seeking a Customer Account Specialist with a wide-ranging knowledge of Internet technology and PCs, and a strong desire to provide outstanding client support to our top-notch blue chip client base. You will utilize your strong communication and superior problem solving skills to quickly and accurately respond to a wide variety of client inquiries, from librarians to information professionals. You will use and support a wide range of technology applications used in managing content, document delivery and copyright.
This is a great opportunity for a self motivated recent college graduate or early career professional with an aptitude for technology and a strong desire to work with both leading edge software and some of the most highly respected companies from a variety of industries. This position reports to our Customer Service Supervisor.
Responsibilities
· Ensure quality handling and resolution of calls and emails while meeting established business and productivity objectives
· Provide general advice and guidance to customers
· Research, troubleshoot, diagnose, and resolve reported issues or escalate to the Development team as necessary
· Maintain on-going technical expertise of in a number of applications including Mobile Library and act as a technical resource globally to the Operations, Customer Service, and Implementation teams
· Confirm customer understanding of the solution and provide additional customer education and training as needed
· Provide solutions to better serve the customer and/or improve productivity
· Recognize, document, and inform the manager regarding trends in customer calls and emails
Requirements
· Bachelors degree with strong academic performance required
· High-level of computer literacy, including proficiency in web-based software applications
· Extraordinary attention to detail and follow through along with the ability to work under tight pressure and multitask on a regular basis
· Strong aptitude for problem solving and exploring and learning new technology - - solutions oriented
· Ability to consistently address complex client needs while demonstrating innovation and sound judgment in decision making
· Self-directed and motivated with ability to work independently as well as collaboratively in a team environment
· Excellent verbal and written communication skills; impressive telephone etiquette and the ability to elicit callers’ needs with speed and confidence, while also exhibiting composure and politeness.
· Proficiency with Microsoft Word and Excel
Copyright Clearance Center (CCC) offers rights licensing technology solutions that remove the complexity from copyright. A global rights broker for the world's most sought after materials – such as in- and out-of-print books, journals, newspapers, magazines, movies, television shows, images, blogs and ebooks – CCC makes it easy for businesses and academic institutions to use copyright-protected materials while compensating publishers and content creators for their works.
