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Publishing Standards and Services Advocate in New Providence, NJ at ProQuest

Date Posted: 7/9/2018

Job Snapshot

Job Description




Customer Support Representative - ISBN

 

What will I be doing?

 

Our Customer Support reps have the important job of assisting publishers and self-publishers in attaining their ISBN numbers that will make their publication available to the world! Sound cool? It is! You’ll coach and educate some very smart people on the process, purpose and benefits of assigning their work an ISBN and the importance of associating accurate metadata information. 

 

This is a small team allowing for the chance to work one on one with your manager and learn from your colleagues. As your organizational and product knowledge grow, opportunity is sure to come “knocking” within our successful, forward-thinking organization.  

 

If you’re passionate about customer service and eager to learn more about this intriguing industry, keep reading!

 

In this position, you will also...

• Provide information to self-publishers, through phone and email communications, about the book publishing industry 

• Promote the ISO International Standard Book Number (ISBN) standard and ProQuest services.

• Provide customers support generating and navigating their MyIdentifiers.com account and registering book title data against ISBNs 

• Discover customer needs so that you can help them find ProQuest service solutions.

• Proactively sell publishing solutions, based on discovered customer needs.

• Field incoming inquiries for navigating the following websites:

  o Myidentifiers.com

  o Bowkerbarcode.com

  o Bowkerlink.com

  o ISBN.org

  o Selfpublishedauthor.com

  o Bookwire.com

• Resolve customer issues, first line technical support and answer inquiries.  

• And more!!

 

Three Reasons you should apply...

1. You’re passionate about customer service. 

2. You enjoy talking with people and helping them to put the pieces together to solve their puzzle!

3. You enjoy working on a small team where your contributions are impactful. 

 

This job may not be a fit if...

1. You don’t enjoy a fast-paced environment.

2. Responding to numerous inquiries on a daily basis feels exhausting.

3. You think talking to people to help drive sales is “so last year”!

 

Qualified Candidates must have…

• Associate’s degree or higher, plus 2 years’ related experience - or equivalent combination of education and experience.

• Advanced verbal and written communication capabilities in both English and Spanish.

• Excellent interpersonal skills and demonstrable customer focus.  Ability to effectively interface with customers at all levels of technical capability.

• Excellent analytical skills – must be able to ask appropriate questions to customer issues, identify the problem and apply the appropriate solution while on the phone with a customer.

• Excellent organizational skills and attention to detail.

 

Superstar Candidates will ALSO have…

• Bachelor’s degree.

• Experience in a high-volume customer service organization.

• Fluency in languages other than Spanish and English.

 

More to love about becoming a PQ employee!

• We offer professional development opportunities with a significant focus on learning 

• 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

 

Other important information about this position:

• This position is based in the New Providence, NJ ProQuest office location and is not suitable for full or partial remote work.

• This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.

• Every position requires certain physical capabilities. ProQuest 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 take pride in providing Gold Star Customer Service] please consider joining our talented team!!

 

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.

 

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