This position provides support, service, guidance and satisfaction to customers, both internal and external that is head and shoulders above others in our industry.

Location: Chester, VT; hybrid or remote considered

RESPONSIBILITIES:

• Assist customers with problems and respond to comments related to NewsBank and Readex products
• Contact new customers to welcome and orient them to their new products
• Setup customers with access to our products including product setup, configuration, and authentication
• Train and assist customers with accessing NewsBank and Readex products
• Train other personnel, including Customer Service and Sales, on product and technical issues including providing appropriate training materials
• Coordinate with other departments to resolve customer issues
• Support Sales team with customer accounts and renewals
• Alert Sales team to opportunities as well as problem accounts
• Support Customer Engagement team with customer accounts to facilitate adoption and usage
• Research and process claims
• Send and follow up on license agreements for customers
• Review orders and shipments and track status/shipments when necessary
• Monitor and report on Customer Usage
• Maintain system information, including customer, product and CRM maintenance information
• Provide regular feedback to Management on the status of open customer issues and complaints

QUALIFICATIONS:

• Associate degree or equivalent from a two-year college or technical school preferred
• Excellent verbal and written communications skills with a high degree of technical aptitude
• Strong organization skills and history of demonstrating initiative
• Ability to work independently in a fast-paced, challenging environment
• Ability to multitask multiple priorities in a positive and supportive manner

For 50 years, NewsBank, inc. has been one of the world's premier information providers, offering a variety of value-added research and education products and services to schools, libraries, publishers, professionals and consumers through several brands.

Comprehensive benefits package including health, dental, life and disability insurance, 401k with company match, FSA, holidays, vacation, sick and personal paid time off, and on-site fitness center in Chester, VT.

EEO Minorities/Women/Disabled/Veterans - VEVRAA Federal Contractor