Customer Support Coordinator

2 months ago

Baltimore, United States Johns Hopkins University Full time

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

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