EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 2,700 people worldwide, most now working hybrid or remotely. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

EBSCO Information Services, a leader in online journal technology, is seeking a Customer Account Representative to work in a fast-paced, deadline-driven customer service environment. The best candidates will be able to provide top customer service to EBSCO customers, publishers and fellow employees involved in the Electronic Package Management cycle. This role will directly support our Electronic Package Renewal customer interface in EBSCONET, powered by EBSCO’s Rapid Renewal software.

The ideal candidate will be responsible for ensuring that key publishing partners for our subscription service division are receiving timely support from EBSCO on a global scale. This includes supporting the Electronic Package Life Cycle, and helping support both licensed transactions as well as, current EDI/FTP industry standards. The candidate will have strong analytical skills and be comfortable working with large numbers and large volume. The candidate will serve as a bridge and communication channel between EBSCO regional offices and our primary publishing partners, maintaining detailed records in Excel and internal systems, and authorizing large value payments to publishers on behalf of EBSCO customers. Attention to detail will be required in balancing electronic packages, reconciling large data files, loading data to EBSCO’s systems. This employee will also be expected to rapidly assimilate new concepts of shifting industry business models as E-packages and licenses evolve to include Transformative, Subscribe to Open and other new industry trends. They will need to quickly learn EBSCO’s supporting systems as they are deployed in this evolving industry.

Position Requirements:

• Highschool Diploma or GED
• three years of experience in corporate/office customer service. This includes demonstrated experience in a customer service role handling customer service issues via correspondence, telephone, and email. Bachelor’s degree can substitute for experience.
• 3+ years of experience in MS Word, Excel, and Outlook
• Strong phone and email etiquette

Preferred Skills and Experience:

• Experience handling a variety of administrative tasks and working with deadlines.
• Strong written and verbal communication skills, advanced organizational skills, troubleshooting and problem-solving skills.
• Must have the ability to handle multiple tasks and set priorities in a team-oriented environment.
• Experience with PowerPoint
• Experience with Visio
• Experience with AppSheet
• Experience with MailMerge

Target Annual Salary Range: $32,930 – $47,045. The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position’s work location. EBSCO provides a generous benefits program including medical, dental, vision, life and disability insurance, flexible spending accounts, a retirement savings plan, paid parental leave, holidays and paid time off (PTO), as well as tuition reimbursement. View more about EBSCO’s benefits here: https://www.ebsco.com/about/benefits

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.