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Requisition ID:  116148

Customer Support Coordinator

Johns Hopkins University Press seeks a Customer Support Coordinator who will be responsible for managing support for over 100,000 books, 800 journals, 300 publishers to a customer base of ~3,000. The Customer Support Coordinator 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 selecting and developing innovative ideas and scholarship, creating and embracing transformative technologies to enhance discovery and learning, and connecting people to the most trusted knowledge from global researchers, scholars, and educators.


Project MUSE is a division of Johns Hopkins University Press. For almost 30 years, Project MUSE has been the trusted and reliable source of complete, full-text digital versions of scholarly journals and books from many of the world's leading universities and scholarly societies. Thousands of libraries worldwide subscribe to the MUSE platform to serve the research and instructional needs of their faculty, staff, and students. A variety of purchase and subscription options are offered to institutional customers, along with selected article/issue purchasing for individual users, and a large body of content is freely available to all under “open access” arrangements.


MUSE Customer Support serves as the primary point of contact for user inquiries and issues. The Customer Support Coordinator, as part of the Customer Support Team, is responsible for technical support of all products and assisting both external and internal customers. This role involves managing customer accounts, which includes troubleshooting various issues from access problems, to invoicing and payment processing, overseeing access methods and updating customer account information. This position Reports to the Customer Support Supervisor


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 $35,490 to $50,700. Actual salary is based on factors such as geographic location, work experience, market conditions, education/training, and skill level.


Specific Duties & Responsibilities

  • Provide both highly technical and non-technical customer support and reporting to both external and internal clients.
  • Process over $30M in books orders, journal renewals and payments for all electronic products within Project MUSE through the THINK fulfillment system.
  • Troubleshooting access control issues for collection and individual sales requiring an understanding of many institutional authentication methods such as IP, Federated access, OpenAthens, referring URL and open URL, etc.
  • Reporting and troubleshooting usage statistics.
  • Liaison between customers and the MUSE Technical team for troubleshooting issues.
  • Assist with the testing of workflows, upgrading of systems and new product offerings.
  • Create and maintain documentation for workflows and processes.
  • Create and generate reports using THINK, Report Writer and Crystal Reporting.
  • Assist with vendor setup for payers and payees and maintenance as needed.
  • Recommend policy and procedure changes for efficiencies.
  • Assistance to Customer Support Supervisor, Business Manager and Associate Director, as appropriate.
  • Weave diversity, equity, inclusion, and access principles into all aspects of the work.


Minimum Qualifications
  • High School Diploma or equivalent required.
  • Three to five years of related work experience.



Preferred Qualifications
  • Excellent customer support skills to interact effectively with libraries, consortia, agents, users and internal customers.
  • Working knowledge of THINK or similar fulfillment system.
  • Working knowledge of Crystal Reports.
  • Experience with the LiveAgent or similar ticketing system.
  • Basic understanding of library systems and services.
  • An understanding of academic publishing.
  • Ability to work alone as well as part of a team.
  • Excellent critical thinking and communication skills.
  • Superior problem-solving skills including using analytics to drive decisions.
  • Creative thinker, embracing new ideas, passionate about developing the potential of Hopkins Press.
  • Inclusive in decision-making and problem-solving.
  • Excel in effective use of resources; keen self-awareness of strengths and weaknesses.

 

 

Classified Title: Customer Service Coordinator 
Job Posting Title (Working Title): Customer Support Coordinator   
Role/Level/Range: ATO 37.5/03/OE  
Starting Salary Range: $18.20 - $33.90 HRLY ($50,000 targeted; Commensurate with Experience) 
Employee group: Full Time 
Schedule: M-F 8:30 am - 5:00 pm 
Exempt Status: Non-Exempt 
Location: Hybrid/Homewood Campus 
Department name: ​​​​​​​MUSE Administration  
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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