Senior Customer Service Representative

EBSCO Information Services

. Assist customers with subscription selection, ordering, renewals, claims, billing inquiries, and other account-related needs .

Posted 11/3/2026full-timeBirmingham • Alabama • United StatesSenior💰 $38,220 - $54,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive customer service experience with a focus on relationship management, problem-solving, and process improvement. Proficient in Microsoft Office applications and capable of managing multiple customer accounts while ensuring satisfaction and timely responses.

Highest-signal resume keywords

5+ Years Customer Service ExperienceStrong Verbal And Written Communication SkillsProficiency In Microsoft Office ApplicationsKnowledge Of Library Services And Journal SubscriptionsExcellent Organizational And Time-Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Account ManagementProblem-SolvingProcess ImprovementAccount DocumentationTime Management

Soft Skills

Customer-Focused AttitudeAdaptabilityCollaborationMentoringProactive Approach

Tools & Technologies

Microsoft WordMicrosoft ExcelMicrosoft OutlookMicrosoft TeamsMicrosoft OneDrive

Industry Keywords

Library ServicesJournal SubscriptionsInformation Services IndustryCustomer ExperienceBusiness Objectives

About the role

Key responsibilities & impact

Assist customers with subscription selection, ordering, renewals, claims, billing inquiries, and other account-related needs
Research and resolve complex customer issues with internal departments, publishers, and business partners
Maintain customer relationships by communicating updates, addressing concerns, and ensuring satisfaction
Manage daily workloads, deadlines, and customer response expectations
Identify opportunities to improve customer service processes, efficiency, and customer experience
Maintain accurate and thorough account documentation
Collaborate with Sales and internal teams to address customer needs and support business objectives
Support team members as a senior member of the Academic Customer Service team

Requirements

What you’ll need

5+ years of relevant customer service experience
Bachelor's degree preferred
Strong verbal and written communication skills
Excellent organizational, time-management, and problem-solving skills
Ability to prioritize responsibilities, meet deadlines, and work independently
Proficiency in Microsoft Office applications, including Word, Excel, Outlook, Teams, and OneDrive
Willingness to learn new systems and adapt to changing processes
Experience managing a portfolio of customer accounts and building customer relationships
Knowledge of library services, journal subscriptions, publishers, or the information services industry
Ability to manage competing priorities and provide timely customer responses
Proactive approach to problem-solving and ownership of customer issues
Willingness to share knowledge, mentor colleagues, and collaborate with internal teams
Customer-focused attitude, commitment to continuous improvement, adaptability, and exceptional service

Benefits

Comp & perks

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
Remote or hybrid work options according to location and hub-office radius