Customer Service Bibliographer 1

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 2,700 people worldwide, most now working hybrid or remotely. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

GOBI Library Solutions provides print and digital content, supporting collection management and technical services to academic, research and special libraries throughout the world. GOBI has 300 employees with customers in 63 countries and is headquartered in Contoocook, NH, USA. GOBI is a division of EBSCO Information Services.

GOBI Customer Service Bibliographer

The mission of the GOBI Customer Service Bibliographer (CSB) is to provide outstanding customer service to a portfolio of academic library customers, partner with the GOBI Sales team, take ownership of customer issues and develop strong relationships with both internal and external customers, supporting future sales and development. We are looking for a service-oriented individual with experience working in a fast-paced, customer facing environment, able to adapt to and support complex service requirements. Ideally, candidates will have experience in a professional service role that required use of multiple online systems, detailed research and problem solving, excellent communication skills, and effective time management.

Primary Responsibilities:

• The following statements describe the general nature of work being performed in this job. They are not intended to be an exhaustive list of all duties. Additional duties may be assigned by Management:
• For assigned group of customers serve as primary service contact via phone and email
• Develop a comprehensive understanding of your assigned customers, focusing on organization, workflows, ILS and GOBI integrations and touchpoints, and other unique or custom factors that should be considered over the course of issue resolution
• Develop a comprehensive understanding of GOBI functionality and services, focusing on the ability to effectively triage and respond to customer questions, needs and issues
• Drive resolution of issues from receipt and clarification through confirmation of successful resolution
• Work collaboratively with cross-functional operating teams
• Identify process improvement opportunities
• Identify potential growth opportunities within existing accounts
• Document customer specific requirements and share information with team members and sales.
• Update and/or produce internal documentation for training and education purposes.
• Track customer and sales interactions within the CRM software.

Requirements:

• 2-3 years of relevant professional experience
• 3+ years of intermediate-to-advanced-level Microsoft Office experience
• Experience working with LC, Dewey, and NLM classifications and understanding of digital content
• Ability to prioritize and work independently and/or as part of a team
• A Bias for Action

Preferred Qualifications:

• Bachelor’s/MLS degree or equivalent experience demonstrating project management and customer service skills
• Experience or knowledge of book or library industries
• Zeal for exceeding customer expectations by delivering exceptional service
• Confidence and tact when delivering difficult messages to customers
• Project management experience working with cross-functional teams through resolution of high-priority, time-sensitive issues
• Innovative with excellent attention to detail and organizational skills
• For international bibliographers some foreign language requirements may apply
• Experience working within CRM software

Target Annual Salary Range: $43,215 - $61,735. The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position’s work location. EBSCO provides a generous benefits program including medical, dental, vision, life and disability insurance, flexible spending accounts, a retirement savings plan, paid parental leave, holidays and paid time off (PTO), as well as tuition reimbursement. View more about EBSCO’s benefits here: https://www.ebsco.com/about/benefits

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.