Customer Service Associate
Copyright Clearance Center - Danvers, MA

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The Customer Service Associate will create and maintain relationships with CCC’s internal and external customers; registered/non-registered licensees and registered/non-registered rightsholders. This position involves extensive customer contact.

RESPONSIBILITIES
  • Initiating contacts with customers and rightsholders when necessary regarding:
Rightsholders : Follow-up on: outstanding distribution payments; outstanding requests; failed permission request communications and process resulting updates to contact management database.

Transactional and RightsLink Licensees : Follow-up on: late invoice payments, order anomalies, failed customer communications, purchase orders, failed credit card refunds and process resulting updates to contact management database.
  • Provide customer service by responding to customer inquiries regarding:
Rightsholders : Product identification, rights ownership and related royalties, distribution payments.

Transactional and Rightslink Licensees : Order processing, billing, product identification, reprint delivery, add-on sales; follow-up on customer reports, maintenance of CCC contact management database.
  • Analyze customer information, review business procedures, solve problems and make recommendations.
  • Database maintenance
  • Collaboration with other CCC departments to ensure accurate and timely invoicing and payments
  • Switchboard, as required.

SKILLS/ABILITIES/COMPETENCIES
  • Ability to accurately assess sensitivities and priorities resulting in appropriate response to, or escalation of caller issues.
  • Excellent interpersonal skills including service, confidentiality and negotiation.
  • Diplomacy and general understanding of diverse business environments.
  • Strong organizational skills.
  • Sales skills related to account management and upselling.
  • Solid problem solving and phone skills.
  • Capability to remain calm under pressure. Ability to multi-task.
  • Solid computer skills, with experience in Microsoft Office and the Internet
REQUIREMENTS
  • Bachelor’s degree preferred.
  • 1-3 years’ experience in Customer Service/Relations preferred.
  • Previous sales experience helpful.

Copyright Clearance Center - 15 months ago - save job - block
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