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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