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Customer Account Representative

1 month ago

Chicago, Illinois, United States Copyright Clearance Center Full time
Customer Account Specialist

This is a remote position, and the working hours are 11am - 8pm ET / 10am - 7pm CT / 9am - 6pm MT.

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.

Compensation range: $48,000 - $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.

Key Responsibilities:

  • 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
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. Experience in publishing, licensing or SaaS industries a plus
  • Exceptional writing skills with a strong command of the English language. Skilled at expressing complicated concepts using simple, clear language, while also exhibiting composure and politeness
  • 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
  • Thrives in a team environment and contributes positively to group dynamics
  • Experience with Salesforce is a plus

CCC is a pioneer in voluntary collective licensing, providing information solutions to organizations worldwide. We advance copyright, accelerate knowledge, and power innovation. Our team members are smart, talented, and compassionate, making CCC a special place to work. We invest in their development and well-being to give them the resources they need to grow.

CCC is committed to a diverse, inclusive, equitable, and vibrant ecosystem that cultivates opportunity for our team and attracts talented people. We provide an environment of mutual respect where equal employment opportunities are available to all applicants and teammates.

If you need accommodation for any part of the employment process because of disability, please email our HR Department and let us know the nature of your request.

We are an equal opportunity employer and welcome applications from diverse candidates.