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Customer Service and Outreach Representative in Ann Arbor, MI at ProQuest

Date Posted: 9/13/2018

Job Snapshot

Job Description



ProQuest – Who we are…

The ProQuest Mission: Better research. Better learning, Better insights. ProQuest enables people to change their world. ProQuest supports the efforts of students and researchers across the globe. Providing important research tools and curating treasure troves of content has helped ProQuest to become an industry leader in the Information Services market.

Customer Service and Outreach Representative

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...

  • Maintain a valued, partner relationship with the customer and sales throughout the lifecycle of the account and/or orders
  • Provide proactive, seamless customer support and coordinate responses with other internal departments or external vendors
  • Troubleshoot customer inquiries to develop and provide solutions that will satisfy customer’s needs
  • Respond with a high degree of professionalism and commitment to customer satisfaction
  • Provide 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
  • Provision product access based on contract details and customer requirements
  • Initiate the customer onboarding process, communicating authentication information and other relevant information
  • Foster 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
  • Monitor for low usage accounts and potential training opportunities
  • Maintain SalesForce.com detailed notes and relevant information on each outreach effort
  • Analyze data and create reports showing performance of outreach initiatives
  • Analyze and prioritize current workloads based on urgency, received dates, revenue, etc. to ensure that department and business deadlines are met

Three reasons you should apply...

  1. You want to work on a stable and well-established team whom you can interact with and learn from 
  2. You're driven and want to learn new things and grow within the company
  3. Challenging work and a fast-paced environment give you an adrenaline rush! 

This job may not be a fit if...

  1. You prefer straightforward, non-complex scenarios
  2. Tight deadlines are intimidating and stressful
  3. You prefer a predictable daily routine

Qualified Candidates must have…

  • Bachelors’ degree preferred with at least 1-3 years related experience, or equivalent combination of education and experience
  • Experience in a high-volume customer service or sales organization, preferably serving global customers
  • Proven phone skills
  • Proven skills with MS Office Suite of products
  • Knowledge of SalesForce.com 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…

  • Familiarity with ProQuest products
  • Fluency in languages other than English
  • Must have experience onsite at ProQuest on the customer service team as a full-time employee or contractor

More to love about becoming a PQ employee!

  • 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 our employees have access to ProQuest research products including e-books, genealogy and academic journals

At ProQuest, we work hard and have fun doing it. If you take pride in providing Gold Star Customer Service please consider joining our talented team!!

EOE/M/F/Vet/Disabled




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