What are the responsibilities and job description for the Customer Account Specialist position at Copyright Clearance Center?
The Customer Account Specialist supports our publisher and academic customer base. Through the use of email, phone and chat, you will utilize strong communication and superior problem-solving skills to quickly and accurately respond to a wide variety of client inquiries from global information professionals & users of CCC’s rights and content delivery services. The ideal candidate will possess a passion for writing, an excellent command of the English language, and the ability to distill complex information into clear, concise responses. A successful Customer Account Specialist is curious, self-motivated, thrives in a learning environment and is driven to satisfy customers.
This is a remote position, and the working hours are 10am – 7pm CT / 9am – 6pm MT / 8am – 5pm PT.
Compensation range: $50,000 - $55,000
Other Compensation: Performance bonus eligible
The actual salary offer to the successful candidate will be based on job-related education, training, licensure, certifications, related experience and other related factors.
What you will be doing:
- Ensure quality handling and resolution of calls and emails while meeting established business and productivity objectives
- Craft well-written, easily understandable responses to complex client inquiries with precision and clarity, showcasing superior writing skills
- Use your knowledge of software and systems to assist our customers with technical issues
- Extract and synthesize pertinent details from customer communications, discarding extraneous information
- Through empathy, compassion, and understanding deliver exceptional customer service at all times. Provide solutions to better serve the customer and improve the customer experience
- Maintain meticulous organization and adhere to established processes
- Collaborate effectively within a team environment
- Embrace continuous learning to deepen your knowledge of CCC, its customers and products
Requirements:
- 1-3 years' experience in a customer-facing role or a bachelor's degree in a field that stresses quality communications and writing skills
- Exceptional writing skills with a strong command of the English language
- Experience in publishing, licensing or SaaS industries a plus
- Comfortable and proficient at using and supporting various technology applications simultaneously
- Strong problem-solving skills and aptitude for learning new technologies
- Highly detail-oriented with the ability to focus on relevant information
- Skilled at expressing complicated concepts using simple, clear language, while also exhibiting composure and politeness
- Experience with Salesforce is a plus
A pioneer in voluntary collective licensing, CCC is a leading information solutions provider to organizations around the world. CCC works to advance copyright, accelerate knowledge, and power innovation. CCC helps organizations harness the power of data, AI, and machine learning to drive strategic decision-making, grow their businesses, and gain competitive advantage.
When you join CCC, you become part of a dynamic organization strengthened by our community. We care about our team members and clients. We strive to create advanced technology in a vibrant, innovative culture. CCC provides excellent benefits.
CCC is an Equal Opportunity, Individuals with Disabilities and Protected Veterans Affirmative Action Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and/or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and/or veteran status, and any other characteristic protected by applicable law.
If you need accommodation for any part of the employment process because of disability, please let a member of our HR Department know the nature of your request.
Salary : $50,000 - $55,000