Job description

Join a customer service team whose mission is to get books into kids’ hands!
Junior Library Guild is looking for a Customer Service Representative who wants to share their love of helping others and reading with focusing on understanding the needs of our customers by providing quick, convenient, and accurate resolutions to any issues and inquiries.

There are lots of perks for joining our team all while working from the comfort of your own home – such as:

• Health benefits.
• Wellness and engagement programs.
• Ability to participate in flexible spending health care and dependent care accounts.
• Paid Time Off.
• 401(k) Plan with a fully invested company match.
• Ability to be fully remote.

Who We Are
Junior Library Guild is the premier book review and collection development service helping PreK–12 school libraries and public libraries acquire the best new children's and young adult books through a monthly subscription. Our customers trust us to put the best books into the hands of their eager young readers, many of which go on to win the top publishing awards and earn industry honors. We’re looking for a Customer Service Representative to join in that work and provide outstanding service to our customers.

What You’ll Do
As a Customer Service Representative, you will work independently taking ownership of handling calls/emails/chats/cases from our customers and internal departments while utilizing multiple systems to access customer information, research issues, and solve the customer’s reason for contact. Along the way, you will collaborate with the Operations Team with metadata, tracking issues, or other tasks that may arise.

• Answer questions and solve issues pertaining to book subscriptions, shipments/deliveries, billing/invoicing, magazine subscriptions/products, and other general customer concerns.
• Ability to make necessary modifications to customers’ orders and invoicing.
• Troubleshoot issues customers may have with the company website.
• Serve as a second level of support and resolve more complex problems, when needed.
• Assist the Operations Team, as needed, with metadata, tracking issues, and other duties.
• Complete additional tasks as requested to support business needs.

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Key Qualifications*

• Previous customer service experience with success in meeting and exceeding company expectations and goals.
• Previous experience and comfort with phone and chat platforms with a proven ability to communicate professionally.
• Excel in multitasking in a fast-paced, ever-changing environment.
• Strong attention to detail.
• Proficient in data entry skills, typing, and 10-key.
• Ability to prioritize workload and manage time effectively.
• Excellent organizational, analytical, problem-solving, and decision-making skills.
• Ability to quickly and effectively apply coaching, feedback, and training to improve individual performance and customer experience.
• Proficiency in Microsoft Office (Outlook/Word/Excel).

The Customer Service Representative reports to the Manager of Sales Support and will work closely with the entire customer service team. Junior Library Guild is headquartered in Plain City, Ohio, however, this role is open to remote candidates that are available to work during Eastern Standard business hours (8-hour shifts between 8:00am-6:00pm). Currently, we are employing legal residents of the following states: IL, LA, MA, NC, NY, OH, OR, PA, MI, TX. We look forward to receiving your application.

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Junior Library Guild, an MSI company, is an Equal Opportunity and Affirmative Action Employer. We are committed to equity and inclusion, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool._

About MSI:
MSI consists of AKJ Education, The Horn Book, Junior Library Guild, Library Journal, and School Library Journal. Our customers trust our five iconic brand platforms to be independent curators of quality products, purveyors of superior services, and thought leaders. Our service portfolio delivers what our customers need to achieve their goals:

• The highest quality independent reading offerings
• Thought leadership, insights, data, and solutions
• Access to industry leaders across the spectrum

At MSI, we believe prioritizing inclusion, embracing diversity, and fostering equity within our own organization are essential to creating a work environment in which every individual on the team can fully engage and thrive. This is the commitment of our organization, and as a company, we will support leaders and individuals in living this as well. Our work supporting libraries, educators, readers, and learners of all ages directly connects to our vision.

Job Type: Full-time

Pay: $17.50 per hour

Work setting:

• Remote

Work Location: Remote

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