Bibliographer, CS – French, Yankee Book Peddler, Contoocook, NH
Posted May 26, 2016
To apply visit our careers page at http://www.ebscohost.com/
Bibliographer, CS – French
The mission of the YBP Customer Service Bibliographer (CSB) is to provide outstanding customer service to a portfolio of academic library customers, partner with the YBP Sales team, take ownership of customer issues and develop strong relationships with both internal and external customers that support 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 and developing 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, and other unique or custom factors that should be considered over the course of issue resolution
- Develop a comprehensive understanding of GOBI functionality and YBP services, focusing on the ability to effectively triage and respond to customer questions, needs and issues
- Receive issues from customers with confidence, competence and empathy
- Drive resolution of issues from receipt and clarification through confirmation of successful resolution
- Work collaboratively with cross-functional operating teams to ensure appropriate focus and cooperation during resolution phase, including process improvement opportunities
- Work collaboratively with customers and CDMs to communicate promptly, accurately and thoroughly in a professional and courteous manner
- Look for and develop potential growth opportunities within existing accounts
- Must be fluent in French and English
Role-Based Competencies:
- Service Orientation: Demonstrate empathy, professionalism and ownership in customer interactions. Actively listen to customer inquiries and issues, set expectations for resolution, conduct related research and follow up promptly and manage the issue until final resolution.
- Flexibility: Adaptable to both planned and unexpected changes in schedules, workflows and processes while maintaining a positive attitude. Take on new challenges with enthusiasm.
- Applied learning: Able to absorb new knowledge and skills quickly by actively participating in learning activities and training sessions. Apply new skills to practical situations, furthering learning through trial and error and self-directed exploration.
- Communication: Able to communicate effectively and professionally in writing, by phone and in person. Describe complex internal processes in an understandable and appropriate way for customers.
- Teamwork: Be a positive member of the team who communicates honestly and respectfully with peers, supports group decisions and efforts, is open to feedback from the team to improve performance, shares information and ideas willingly and works to build positive professional relationships.
- Time management: Prioritize issues and requests in daily emails and phone calls from both internal and external customers, balancing time sensitive issues and long-running projects.
- Calm under pressure: Maintains stable performance and professional demeanor during times of heavy pressure or stress.
Cultural Competencies:
- Drive
- Positive Attitude
- Good Judgement
- Open Communication
- Collaboration
- Desire to Make an Impact
- Eager to Understand
- Accountable
- Decisive
- Team Player
Skills
Requirements:
- Bachelor’s degree or equivalent experience demonstrating project management and customer service skills
- 2-3 years of relevant professional experience
- 3+ years of Microsoft Office experience
- 3+ years of experience working with LC, Dewey, and NLM classifications and awareness and understanding of digital content
- Must be fluent in French and English
Preferred Qualifications:
- MLS degree
- Experience or knowledge of book or library industries
- Zeal for exceeding customer expectations by delivering exceptional service
- Comfort communicating with internal stakeholders and customers through clear, concise and professional verbal and written communications
- Confidence and tact to deliver difficult messages to customers as well as holding internal stakeholders accountable to a higher standard, and knowing when to do each
- Ability to uncover the real issue and identify appropriate next steps when faced with incomplete and ambiguous information
- Project management experience working with cross-functional teams through resolution of high-priority, time-sensitive issues
- Ability to analyze customer performance, identify problems, and suggest solutions
- Innovative with excellent attention to detail and organizational skills
- Ability to prioritize and work independently and/or as part of a team
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.