Customer Service Associate Lead
The Public Library of Science (PLoS) - San Francisco, CA

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We are currently seeking outstanding Lead Customer Service Associate to manage and provide editorial and production assistance to our clients and readers for their publishing and research needs. You will work with a team of highly motivated employees and partners including editorial, production and others to ensure that client issues are resolved in an efficient and timely manner exceeding our customers’ expectations. You will also act as the “voice of the customer” internally by recommending improvements that increase customer satisfaction and loyalty. This is a full-time role based in San Francisco.
The ideal applicant will be very customer oriented, be highly organized, have strong attention to detail and accuracy, be computer literate, demonstrate superior telephone and written communication skills, enjoy working cooperatively in a small team-oriented environment and delivering exceptional service to every customer each and every day.

Respond and resolve inquiries from academic authors, readers, reviews and editors, via email, telephone, and live chat.
Follow up with customers regarding outstanding issues.
Be a self-starter – recommend and drive process and systems improvements within the Customer Service organization.
Construct email responses for new customer issues.
Interact with other employees to resolve issues, including internal employees and outsource partners worldwide.
Deliver training to new team members.
Deliver ad hoc projects.

Qualifications and Experience:
Excellent customer service skills and experience (email, phone, chat) required including outstanding written and telephone communication skills.
1-3 years of experience working with Customer Relationship Management systems (i.e. and Content Management Systems (Aries Editorial Manager) or similar software tracking systems.
Proficiency in Microsoft Outlook, Word, Excel, Internet Explorer and Mozilla Firefox.
Experience with scientific and medical publications and/or other publishing is desirable.
Experience utilizing customer service quality metrics to enhance customer service.
Ability to adapt to a dynamic environment, learn new software quickly, and show a willingness to investigate and solve difficult issues.
Good interpersonal skills, able to interact successfully at all levels within the business and across different cultures.
Able to work to and meet deadlines.
Able to remain calm and professional, even when under pressure.
Organizational skills (strong ability to manage aggressive deadlines and coordinate multiple tasks).
Minimum education: Bachelor’s degree in a related field.

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