Customer Account Specialist

About the Opportunity

The Customer Account Specialist supports the organization's publisher and academic customer base by providing responsive, precise, and solution-oriented assistance. This role manages a wide range of customer inquiries, provides technical support, and ensures a consistently high standard of service. The position contributes to customer satisfaction by resolving issues efficiently, communicating complex information clearly, and maintaining strong knowledge of the organization's products, services, and customers.

Responsibilities

• Handle and resolve customer calls and emails while meeting business and productivity goals
• Write clear, professional, and well-structured responses to complex customer inquiries
• Assist customers with technical issues using knowledge of software and systems
• Extract, analyze, and synthesize relevant information from customer communications
• Provide empathetic, professional, and solution-oriented customer service
• Maintain accurate organization and follow established processes and procedures
• Collaborate effectively within a team environment
• Continuously develop knowledge of the organization, its customers, products, and services

Requirements

• 1–3 years of customer-facing experience or a bachelor's degree emphasizing communication and writing skills
• Exceptional written communication skills and strong command of English
• Experience in publishing, licensing, or SaaS industries is preferred
• Proficiency with multiple technology applications and systems
• Strong problem-solving skills and ability to learn new technologies quickly
• Excellent attention to detail with the ability to identify and focus on relevant information
• Ability to explain complex concepts clearly to customers and maintain professionalism in all interactions
• Experience with Salesforce is preferred

Pay

• Compensation range of $50,000 to $55,000 per year
• Eligible for a performance-based bonus
• Final compensation will be based on education, training, certifications, experience, and other relevant factors