Customer Care Coordinator (ELS000R8) Atlanta, Georgia

Elsevier is the world's leading provider of scientific, technical and medical (STM) information, tools and resources. A global company based in Amsterdam, Elsevier partners with scientists, researchers, healthcare providers, educators and decision-makers in academic institutions, governments and corporations to help them find, evaluate and use information. Our breadth of content is unparalleled, spanning virtually every STM field in the world and includes such distinguished brands as Gray's Anatomy, The Lancet and Cell. Using innovative technology, we deliver our content through tools that help our customers be more productive and successful in their work. ScienceDirect delivers the worlds' leading journals electronically to over 11 million readers in 200 countries. And physicians in 95 percent of teaching hospitals rely on MD Consult to get critical information that can save lives. Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment. We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization. Elsevier is an Equal Opportunity / Affirmative Action Employer.




Job Purpose:
The Customer Care Coordinator is a member of the Customer Care Center, providing service and support for any customer licensing content on a Direct platform, or any other account under $15,000 that has not been assigned a dedicated client services representative.  In this role, the Care Coordinator is responsible for triaging customer calls and general emails, monitoring and troubleshooting system notifications, distributing customer communications, and providing general customer support for above mentioned accounts.  The successful candidate will provide good communication and follow-up for customer issues; pay attention to details, and take ownership of work activities.
Key Result Areas
Main Activities and Responsibilities
Customer Care and Support (60%)
§  Effectively respond to product-related questions in accordance with expected service levels
§  Triage and process customer support requests via the general phone line and/or the general customer care and support email addresses.
§  Distribute product update communications to system administrators.
§  Monitor system notifications for automated HR imports and data exports, and proactively take appropriate action for any production errors or unusual results.
Customer Engagement (20%)
§  Evaluate  and report customer’s use of products
§  Report at risk clients
Training and Implementation (20%)
§  Plan, schedule and manage customer training schedules for all MCS products.
§  Perform online product training sessions as needed.
Elsevier Competencies:
§  Displays integrity and honesty
§  Always honors commitments and keeps promises
Drive For Results
§  Does everything possible to achieve goals
Takes Initiative
§  Proactively addresses customer needs
§  Fosters a team attitude of going above and beyond minimum requirements
§  Avoids procrastination with customer follow-up
Technical/Professional Expertise
§  Successfully demonstrates general product knowledge of MCS products and services.
Solves Problems & Analyzes Issues
§  Demonstrates understanding of the important aspects of a problem and thinks through the full impact across clients and/or the product.
§  Has a general understanding of product functionality and business rules to troubleshoot questions or problems.
§  Effectively communicate with customers and internal teams using email, verbal discussion, visual presentations, documents, and shared applications such as and Gemini.
§  Effectively documents customer problems, requests and problem resolutions according to departmental policy.
Collaboration & Teamwork
§  Assist other team members where appropriate.



General Knowledge and Technical Skills:

Good understanding of current Internet technologies and general knowledge of current software development methodologies.  Good problem solving skills required including evaluating customer requests and documenting requirements to ensure effective resolution.  Must be able to effectively balance and prioritize various customer priorities and tasks. 
Excellent follow-up skills and attention to detail required.  Strong communication and presentation skills required.  

Required Education and Experience:

§  Associate’s Degree in Business, Computer Technologies, or other related area preferred
§  Minimum of 2-3 years of demonstrated customer service and account management experience.
§  Proficient in all Microsoft office applications including Word, Excel, and PowerPoint.
Preferred Skill Level:
§  2-3 years experience with learning management systems and knowledge of AICC/SCORM
§  2-3 years online training and education experience


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