Customer Service Bibliographer II

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.

Your Opportunity:

As a GOBI Customer Service Bibliographer (CSB) your primary responsibility 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 requires use of multiple online systems, detailed research and problem solving, excellent communication skills, and effective time management. This remote position is U.S.-based only (excluding U.S. territories).

What You’ll Do (Primary Responsibilities):

• 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, GOBI and Mosaic (our new book ordering platform) 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 and Mosaic 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 and identify process improvement opportunities
• 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

Your Team:

You will be welcomed as a member of the GOBI Customer Service team, a team of 15 people.  Our team enjoys the flexibility and greater work life balance working remotely offers. There will be ample resources, tools, training, and support to ensure your success as an GOBI Customer Service Bibliographer and your development and career growth at EIS.

About You:

• 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

What sets you apart:

• Bachelor’s degree or equivalent experience demonstrating project management and customer service skills

• Experience or knowledge of book or library industries
• Demonstrated expertise handling customer inquiries in a professional and positive manner to the satisfaction of the customer
• Proven ability to answer a high volume of calls, chats and/or emails daily

Our Offer to You:

Target Annual Salary Range: $44,945 - $64,205. 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 and Flexible spending accounts  
• Retirement Savings Plan  
• Paid Parental Leave 
• Holidays and Paid Time Off (PTO) 
• Mentoring program 
• And much more! Check it out here: https://www.ebsco.com/about/benefits 

We work hard to embrace diversity, equity, and inclusion and encourage everyone at EBSCO to bring their authentic selves to work every day.  We have a wide representation of employee resource groups.  To learn more, visit https://www.ebsco.com/about/diversity-equity-inclusion 

The EBSCO Way 

At EBSCO, our culture is defined by ten guiding principles. We put our customers first, and we're always looking for ways to innovate and improve. We make decisions based on facts, communicate openly, and hold ourselves accountable for results. Trust, respect, and care for each other are essential to how we work. Every day, our actions and teamwork shape who we are as a company. To learn more about our culture, visit https://www.ebsco.com/about/culture.    

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.