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SalaryEBSCO Industries, Inc. (EBSCO), headquartered in Birmingham, Alabama, is one of the largest privately held and family-owned companies in the United States. EBSCO was founded in 1944 by an entrepreneur who was passionate about honoring our commitments to our customers, rejecting the status quo, and seeking to continuously improve our team. We continue to operate that way today, with a passion for our people and our businesses succeeding together. EBSCO has grown and evolved over time into a holding company with a global portfolio comprised of dozens of entities in over 15 separate industries/markets, including Information services, outdoor products, real estate, manufacturing and distribution, and insurance services. We provide valuable support services to our subsidiaries to support their growth. We hire passionate people, driven to grow, because we know the success of EBSCO depends on the long-term success of our businesses and our teams.
Your Opportunity
EBSCO’s Subscription Services Division is searching for a motivated, creative, experienced manager to drive the development and success of our Public Library Customer Service team. This individual will collaborate with team members as well as with management and sales staff across the division to provide best-in-class service for our library customers.
What You’ll Do (Primary Responsibilities)
The Customer Service Manager will:
- Understand the scope of EBSCO’s Public Library market with regard to subscription services as well as other available EBSCO products and service.
- Develop a thorough understanding of the requirements of Public Library customers, including types of titles ordered, digital preferences & potential for digital transition, customer priorities for service, differences in library systems versus individual libraries, requirements for online account management, etc.
- Identify potential changes to EBSCO’s service and product offerings based on market knowledge/discovery.
- Engage in direct contact with customers as the public face of EBSCO’s Customer Service team.
- Understand existing KPIs for public library Customer Service team; ensure KPIs are maintained or revised to adequately address customer requirements.
- Manage day-to-day work of library Customer Service representatives to maintain customer satisfaction levels. Collaborate with team members to improve processes and services and implement new ones.
- Work with larger subscription services management team to develop and introduce best practices and measure success.
What Sets You Apart
- Demonstrated experience in and passion for excellent Customer Service
- Ability to effectively collaborate with and lead team members
- Outstanding organizational, interpersonal and communication (written and verbal) skills
- Comfortable working with staff at all levels of the organization
- Ability to analyze, assess and optimize processes
- A willingness to listen, learn and adapt, and to foster those skills in team members.
- Proficiency with Microsoft Suite, especially Outlook, Excel, Word, with the ability to leverage those tools in the Customer Service environment
- Bachelor’s degree in a related field
- Management experience, especially in Customer Service
- Understanding of technology that can be leveraged for use in Customer Service environment
Our Offer to You
Target Annual Salary Range: $51,715-73,875. The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position’s work location. EBSCO provides a generous benefits program including medical, dental, vision, life and disability insurance, flexible spending accounts, a retirement savings plan, paid parental leave, holidays and paid time off (PTO), as well as tuition reimbursement. View more about EBSCO’s benefits here: https://www.ebsco.com/about/benefits
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.
We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.
