Harold Grinspoon Foundation

Subscriber Support Representative

Harold Grinspoon Foundation

full-time

Posted on:

Location Type: Hybrid

Location: Agawam • Massachusetts • United States

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Salary

💰 $50,000 - $57,500 per year

About the role

  • Responding to emails and phone calls from families enrolled in the PJ Library and PJ Our Way programs
  • Searching for and updating records in the subscriber database (Microsoft NAV & Salesforce)
  • Using Salesforce to comprehensively track and respond to subscriber inquiries
  • Forwarding calls and emails from authors, illustrators, and donors to the appropriate departments
  • Researching and resolving cases where books are not received by families
  • Processing returned mail
  • Escalating any technical issues to the Manager of Subscriber and Community Support
  • Writing and contributing to all process documents and Knowledge Articles
  • Providing other general office support as needed
  • Producing and copying materials for projects, conferences, and clients
  • Preparing shipping labels for packages
  • Providing broad support to the Office Coordinator during absences
  • Providing broad support for events and conferences

Requirements

  • Associate’s degree and 2+ years of relevant Customer Service or Customer Relationship Management experience
  • Strong written and verbal communication skills
  • Excellent computer skills, including proficiency with Microsoft Office, Outlook and Salesforce Case Management platform
  • Experience with Microsoft NAV/Business Central a plus
  • Close attention to detail
  • Willingness to be flexible and responsible with a variety of tasks
  • Eagerness to work as part of an administrative and subscriber support team
  • Superior problem-solving skills and the ability to think quickly “on your feet.”
  • Ability to multi-task, prioritize, and meet challenging deadlines
  • A calm and comfortable phone manner.
Benefits
  • Health insurance
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer ServiceCustomer Relationship ManagementMicrosoft NAVSalesforceMicrosoft OfficeOutlookCase ManagementAttention to detailProblem-solvingMulti-tasking
Soft Skills
Written communicationVerbal communicationFlexibilityResponsibilityTeamworkQuick thinkingPrioritizationMeeting deadlinesCalm phone mannerOrganizational skills
Certifications
Associate’s degree