Customer Service & Outreach Rep

  • ProQuest
  • Ann Arbor, MI, USA
  • Oct 06, 2021
Full time Sales

Job Description

Customer Service & Outreach Rep

Job Details




ProQuest – Who we are…
The ProQuest Mission: Better research. Better learning, Better insights.
What if you came to work each day ready to revolutionize the future of research, teaching and learning? That’s how it feels to be a ProQuest employee. Whatever your chosen career path, you have an important role in helping ProQuest build the resources that empower librarians, faculty and students to create extraordinary outcomes.

Customer Service & Outreach Rep

What will I be doing?
The Customer Service and Outreach Representative is responsible for overall customer account management of all products, including order and renewal support, product provisioning and providing superior service to all customers. The customer service representative will also provide proactive outreach to customers regarding their existing holdings, while working closely with sales, marketing, pricing, finance and segment planning.

In this position, you will also…
• Maintains a valued, partner relationship with the customer and sales throughout the lifecycle of the account and/or orders
• Provides proactive, seamless customer support and coordinate responses with other internal departments or external vendors
• Troubleshoots customer inquiries to develop and provide solutions that will satisfy customer’s needs
• Responds with a high degree of professionalism and commitment to customer satisfaction
• Provides account maintenance support of online and traditional products, such as IP maintenance, usage, claims processing, etc.
• Seamlessly manages large or complex orders that are unable to flow through Order Cloud, identifying the appropriate process for completion and ensuring a high level of accuracy
• Provisions product access based on contract details and customer requirements
• Initiate the customer onboarding process, communicating authentication information and other relevant information
• Fosters and manages vendor relationships for their support needs
• Outreach to customers regarding product changes or discontinuations. Set up for complementary trial products as needed and refer to sales for follow up
• Monitors for low usage accounts and potential training opportunities
• Maintains detailed notes and relevant information on each outreach effort
• Analyzes data and create reports showing performance of outreach initiatives
• Analyzes and prioritize current workloads based on urgency, received dates, revenue, etc. to ensure that department and business deadlines are met

Reasons you should apply...
1. You enjoy working with customers!
2. You enjoy working for a purpose driven organization!
3. You have strong communication skills!

This job may not be a fit if...
1. You don’t enjoy troubleshooting.
2. You don't enjoy working on order processing or renewals.
3. You don’t want to work afternoon/evening hours.

Qualified Candidates must have…
• Bachelors’ degree preferred with minimum 1 year related experience, or equivalent combination of education and experience
• Experience in a high-volume customer service or sales organization, preferably serving global customers or relevant experience
• Proven phone skills
• Proven skills with MS Office Suite of products
• Knowledge of or similar tool
• Excellent interpersonal skills: able to forge strong working relationships with internal and external customers.
• Excellent verbal and written communications skills
• Strong analytical skills (system analysis, troubleshooting, etc.)
• High attention to detail and proven organization and administration skills
• Ability to manage multiple projects and work assignments with a high degree of accuracy
• Ability to learn and adjust to new things very rapidly
• Ability to productively work independently and as part of a collaborative team.
• Ability to learn new products quickly and to adapt to changes in delivered services
• Ability to adjust work schedule to meet month end deadlines

Superstar Candidates will ALSO have…
• Multi-lingual skills are preferable for international support
• Strong understanding of ProQuest policies and procedures and how they relate to product, market and/or regions
• Experience with billing/accounting/collections invoicing

More to love about becoming a PQ employee!
• Forbes Ranks ProQuest among 2018 America’s Best Mid-Size Employers
• ProQuest named Top Work Places in 2020 by the Detroit Free Press
• We offer professional development opportunities with a significant focus on learning
• We hold fun on-site events
• Our employee population is smart and highly collaborative
• We have a relaxed dress code… yes, that means blue jeans (and not just on Fridays!)
• All of our employees have access to ProQuest research products including e-books, genealogy and academic journals

At ProQuest, we embrace the power of our people and value our differences — in thought, style, sexual orientation, gender identity, culture, ethnicity, and experience — recognizing that our diversity makes us a stronger company. Encouraging a diverse, inclusive workplace gives us the business advantage of understanding and meeting the needs of our diverse customers, clients, and communities.

Other important information about this position:
• This position is based in our ProQuest headquarters office located in Ann Arbor, MI.
 This position requires attendance of Sunday – Thursday, with the hours being 2:00 pm – 10:30 pm with some flexibility around a combination of work from home and based out of the office.
• Every position requires certain physical capabilities. ProQuest/PQ seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.

At ProQuest, we work hard and have fun doing it. If you are a passionate professional with a drive for success, please consider joining our talented team!!