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Requisition ID:  117280

Customer Service Representative

Johns Hopkins University Press seeks a Customer Service Representative (CSR) who will join a team of exceptional professionals committed to bringing the benefits of discovery to the world by providing global access, impact, and influence for the scholarship that we publish and distribute. This position will help to ensure that the Press is a leader in the selection and development of innovative ideas and scholarship; the creation of pioneering technologies to enhance discovery and learning; and the connection of people to the most trusted knowledge from global researchers, scholars, and educators.


The CSR will provide excellent customer support services to journal subscribers, membership societies, and other clients of the Johns Hopkins University Press Journals Publishing Division. This frontline position will be responsible for order/payment processing and subscription fulfillment for journals published by the Press and its clients. The CSR will also serve as a customer service liaison with membership organizations and their members, and will see that all records are accurately maintained. This position is an interactive, operational part of the Press. This position reports to the Journals Customer Service Assistant Manager.


The Press is committed to honoring every person’s inherent dignity as human beings and making that the foundation of our organizational culture. We proactively find ways to ensure opportunities that promote diversity, equity, inclusion, and access. We strive to publish courageously, giving voice to groundbreaking ideas. We support each other and our stakeholders and envision a future where knowledge enriches the lives of every person. The successful candidate will join a welcoming community that is inclusive and values the contributions and perspectives of individuals from all backgrounds.


The starting salary range for this position is $15.70 to $20.50 per hour. Actual salary is based on factors such as geographic location, work experience, market conditions, education/training, and skill level.


Specific Duties & Responsibilities

  • Enter subscription and membership orders correctly and in a timely manner.
  • Process order payments.
  • Assist subscribers with placing orders and account maintenance (e.g., passwords, address changes and corrections, undeliverable accounts).
  • Provide basic membership and conference registration services for associations, including the review of daily membership reports for duplicates and errors.
  • Professionally respond in a timely manner to multichannel correspondence (phone, email, web form) from subscribers and journal contributors, members and society leaders, subscription agents, and bookstores (e.g., requests for invoices, claims for missing issues, product information queries, order/payment assistance).
  • Carefully document customer contact and issues.
  • Complete assigned projects (gratis lists, conversion lists, etc.) accurately and on time.
  • Run daily and monthly reports to monitor the status of customer accounts and orders.
  • Weave diversity, equity, inclusion and access principles into all aspects of the work.
  • Other duties as assigned.


Special Knowledge, Skills & Abilities

  • Excellent oral, written, and interpersonal customer service skills are essential, with aptitude for figures and attention to detail.
  • The ability to meet deadlines and work with little supervision is essential, with experience in a hybrid workforce environment a plus.
  • Experience with Microsoft Office suite (particularly Excel, Teams, & Outlook) required. Must be able to acquire and maintain an excellent working knowledge of the fulfillment system, ticketing system, and other applications used by the Journals Division.
  • Specialized database, call center, and journals publishing/subscription fulfillment experience a plus.
  • Excellent critical thinking and communication skills.
  • Outstanding problem-solving skills including using analytics to drive decisions.
  • Creative thinker; embracing new idea; passionate about exploiting the potential of JHUP.
  • Inclusive in decision-making and problem-solving.
  • Excel in effective use of resources; keen self-awareness of strengths and weaknesses.


Minimum Qualifications
  • High School Diploma or graduation equivalent.
  • Two years customer service experience required.
  • Additional education may substitute for some required experience, to the extent permitted by the JHU equivalency formula.

 

 

Classified Title: Customer Service Representative 
Role/Level/Range: ATO 37.5/02/OC  
Starting Salary Range: $15.70 - $25.25 HRLY ($40,000 targeted; Commensurate w/exp.) 
Employee group: Full Time 
Schedule: M-F 8:30 am - 5:00 pm 
FLSA Status: Non-Exempt 
Location: Hybrid/Homewood Campus 
Department name: ​​​​​​​Journals Fulfillment  
Personnel area: Academic and Business Centers 

 

 

Total Rewards
The referenced base salary range represents the low and high end of Johns Hopkins University’s salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/.

Education and Experience Equivalency
Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

Applicants Completing Studies
Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

Background Checks
The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

Diversity and Inclusion
The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

Accommodation Information
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the Talent Acquisition Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit https://accessibility.jhu.edu/.

Vaccine Requirements
Johns Hopkins University strongly encourages, but no longer requires, at least one dose of the COVID-19 vaccine. The COVID-19 vaccine does not apply to positions located in the State of Florida. We still require all faculty, staff, and students to receive the seasonal flu vaccine. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. This change does not apply to the School of Medicine (SOM). SOM hires must be fully vaccinated with an FDA COVID-19 vaccination and provide proof of vaccination status. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/.

The following additional provisions may apply, depending upon campus. Your recruiter will advise accordingly.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
Hybrid: On-site 1-2 days a week

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