Subscriber Support Representative

Responsibilities

• Respond to emails and phone calls from families enrolled in the PJ Library and PJ Our Way programs, as well as support related programs such as PJ Library Grandparents, Get Together, and First-Time Camp Awards for PJ Library Subscribers.
• Maintain and update subscriber records using Microsoft Dynamics 365 Business Central & Salesforce; track and manage all subscriber inquiries through Salesforce.
• Routinely route inquiries from authors, illustrators, and donors to the appropriate internal teams.
• Research and resolve cases where books are not received by families.
• Process returned mail.
• Escalate any technical issues to the Manager of Subscriber & Community Support for coordination with IT and/or vendors.
• Contribute to process documentation and internal knowledge articles for the entire team’s reference and use.
• Provide general office support as needed, including:
• Prepare materials for projects, conferences, and clients.
• Create shipping labels and coordinate outgoing packages.
• Support the Office Coordinator during absences (e.g., vacation, sick time, or medical leave).
• Afford assistance with events and conferences.

Requirements

• Associate’s degree and 2+ years of relevant customer service or CRM experience, or equivalent combination of education and experience.
• Strong written and verbal communication skills.
• Excellent computer skills, including proficiency with Microsoft Office, Outlook, and Salesforce Case Management platform.
• Experience with Microsoft Dynamics 365 Business Central is a plus.
• Close attention to detail.
• Willingness to be flexible and responsible with a variety of tasks.
• Eagerness to work as part of an administrative and subscriber support team.
• Superior problem-solving skills and the ability to think quickly “on your feet.”
• Ability to multi-task, prioritize, and meet challenging deadlines.
• A calm and comfortable phone manner.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to thirty pounds at a time, as needed.

Location

This position is based in our Agawam, MA home office and follows a hybrid schedule, with a minimum of 60% (24 hours) in-office each week.

Compensation

A competitive salary ranging from $50,000–$57,500 annually, commensurate with experience.

Benefits

• Health insurance
• Vision & dental insurance
• Flexible spending plan
• Short- and long-term disability insurance
• 401(k) plan with employer match
• Flexible work schedule policy
• Paid sick, holiday, vacation, and personal time