Job Directory Customer Account Specialist

Customer Account Specialist
Danvers, MA

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Job Description

The Customer Account Specialist 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. You will use and support a wide range of technology applications used in managing content, document delivery and copyright licenses.

This is a great opportunity for a self-motivated recent college graduate or early career professional with an aptitude for technology, strong communication skills and a strong desire to work with both leading-edge software and some of the most highly respected companies from a variety of industries around the world.

Primary Duties/Accountabilities:

* Ensure quality handling and resolution of calls and emails while meeting established business and productivity objectives.
* Use your knowledge of software and systems to assist our customers with technical issues.
* Work with custom software configurations to answer and resolve customer questions.
* Research, troubleshoot, diagnose, and resolve reported issues or escalate to the Development team as necessary.
* Complete customer-requested configuration changes within custom software solutions.
* Maintain on-going technical expertise in several applications including CCC's proprietary software and act as a global product resource to the Operations, Customer Service, and Implementation teams
* Confirm customer understanding of CCC's solution and provide additional customer education and training as needed.
* Provide solutions to better serve the customer and improve the customer experience.
* Recognize, document, and inform the manager regarding trends in customer calls and emails
* Through empathy, compassion, and understanding deliver exceptional customer service at all times.
* May be accountable for other results and activities as assigned.
* Is confident under pressure and maintains a positive attitude despite challenges
* Attentively listens to others
* Asks the right questions to accurately analyze situations
* Learns quickly when facing new situations and takes on the challenge of unfamiliar tasks
* Steps up to conflicts, seeing them as opportunities
* Displays a can-do attitude in good and bad times; identifies and seizes new opportunities
* Gains insight into customer needs and maintains effective customer relationships
* Demonstrates self-awareness

Required Skills/Knowledge:

* 1-3 years' experience supporting customer facing software or a bachelor's degree in a technical field desired.
* A working knowledge of Windows and Mac operating systems.
* Knowledge of advanced features in IE, Safari, Chrome, and Firefox browsers.
* Extraordinary attention to detail and follow through along with the ability to work under tight pressure and multitask on a regular basis
* Strong aptitude for problem solving, exploring, and learning new technology - is solutions oriented.
* Ability to consistently address complex client needs while demonstrating innovation and sound judgment in decision making
* Self-directed and motivated with ability to work independently as well as collaboratively in a team environment.
* Excellent verbal and written communication skills; impressive telephone etiquette and the ability to elicit callers' needs with speed and confidence, while also exhibiting composure and politeness.
* Experience working with Salesforce, C#, and or HTML a plus.
* Travel requirements: None

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