Customer Support Representative - Prenax : Job Details

Company Description: Prenax is a global information management company with offices in the US, France, Australia, UK, Spain and the Nordics. We provide niche management services to a variety of industries such as corporate, medical, academic, public, and government. As an information management partner, Prenax provides services to simplify and centralize the information resources procurement process. We manage and consolidate subscriptions, books, databases, multi-user licenses, and memberships through a single supplier to ensure customers benefit from lower costs, better visibility, and control.

The Job: This is NOT a call center role. Prenax Customer Relationship Managers have an assigned list of customers that they build a relationship with and provide ongoing support.

Prenax is looking for an organized, experienced and energized Customer Relationship Manager. CRMs at Prenax have a critical role serving as the liaison between clients, vendors and our internal teams. This position holds a lead role in helping our most important clients receive everything they need. Our team is multi-faceted and are comfortable with the diversity of working on multiple projects at the same time. Strong organizational skills, ability to pivot and excellent communication skills are needed for success in this position. CRMs are responsible for obtaining, analyzing and verifying the accuracy of customer orders and processing them in a timely manner. Being able to initiate and implement corrective action as needed helps to ensure that an excellent standard of service and customer satisfaction is consistently maintained.

Our team of professionals work beside each other to collaboratively support Fortune 500 companies, government agencies and more. Must have proven telephone and communications skills. The ideal applicant will also be a self-starter and team player with a positive can-do attitude.

Job Responsibilities and Duties:

• Accurately and appropriately manage and respond to customer questions, concerns and inquiries.
• Process and verify the accuracy of customer orders according to established departmental policies and procedures in a timely manner.
• Initiates required action for response to client requests for order changes, including the maintenance of order and customer information files.
• Provide accurate requested reports and quotes.
• Take incoming calls from clients and publishers concerning existing and new subscriptions.
• Work closely with our finance team to resolve credit or billing questions.
• Provide timely feedback to the Department Manager regarding service failures or customer concerns to meet or exceed customer's expectations.
• Keep up-to-date on changes and developments in the company's capabilities, as well as trends in the subscription industry overall.
• Recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the Account Management department as a whole.

Qualifications:

• Customer service driven
• High motivation and results-oriented work ethic
• Ability to handle multiple deadline-driven projects simultaneously
• Strong time-management skills and attention to detail
• Excellent written and verbal communication
• Excellent teamwork skills and the ability to work and excel independently
• Proficiency with standard office-management software (MS Word, MS Excel, MS Outlook)
• Ability to sit for extended periods

Benefits after 90-days:

• Health
• Dental
• Vision
• Holiday pay (11 company holidays + your birthday)
• Paid time off (PTO) (3 weeks)
• 401K w/ up to 3% match

Please Note: THIS IS AN ONSITE POSITION: 10 Ferry Street-Suite 137, Concord, NH 03301

Only local candidates will be considered.