Customer Service Representative 2, Journals Digital Products Customer Service Team

Working at MIT offers opportunities, an environment, a culture - and benefits - that just aren't found together anywhere else. If you're curious, motivated, want to be part of a unique community, and help shape the future - then take a look at this opportunity.

CUSTOMER SERVICE REPRESENTATIVE , MIT Press-Journals Digital Products Customer Service (JDPCS) Team , to assist in maintaining the high standards of service that the Press is known for world-wide by engaging with clients by email and telephone and assisting customers with their print subscriptions and online access to journals and ebooks. Responsibilities include providing support for ebook, subscriber, bookstore, and online database customers via phone/fax/email; processing subscriber claims; and troubleshooting problem subscriptions, resolving with minimal assistance from fulfillment assistant or JDPCS manager. Will also provide technical support for online access to journals and online databases, including assisting customers to set up access, update IPs, and download usage statistics; combining accounts as needed; answering or referring questions about license agreements; getting signatures as needed; and setting up trials. Other duties include researching old proforma and balance due invoices, adjusting or cancelling as needed; monitoring subscriptions to online databases, insuring that reports maintained on shared drive accurately reflect renewal invoices, payments received, and cancellations in the fulfillment system; assisting order entry and other staff during peak renewal times; sending promotional materials; responding to discount requests; and performing other tasks as requested.

Job Requirements
REQUIRED : high school diploma or its equivalent; at least one year of experience providing customer service and/or fulfillment support by telephone/fax/email; working knowledge of Windows, MS Word, Excel, Outlook or other email program, and Internet Explorer or another web browser; attention to accuracy and detail; excellent organizational, interpersonal, and oral and written communication skills; ability to work independently and in a team-oriented environment and to work quickly and accurately under pressure; and discretion and judgment with confidential information/issues. Some higher education preferred. Job #18238-4

This is a one-year appointment with the possibility of renewal.


11/13/19