Customer Care Coordinator

*This position is fully remote/home based. Applications will be accepted from candidates based in the UK and the following US states: FL, IL, MA, MD, NY, PA, TX, VA.

In the US, this is a union represented position as part of the Pacific Media Workers Guild, Local 39521 of the NewsGuild-Communication Workers of America.

Role Summary

The Customer Care division is committed to representing PLOS by delivering exceptional customer service through problem ownership, proactive engagement, integrity, and accountability that supports continuous organizational improvement. As the Customer Care Coordinator, you are part of an impactful international team that serves as the conduit connecting PLOS to our primary audience and delivering exceptional service to our customers. You are patient, empathetic, passionately communicative, and understand the value of effective communication skills.

In your role, you will be the primary point of customer contact, providing guidance, answering questions, and resolving any emerging problems that our customers might face with accuracy and efficiency. You develop perpetual value by nurturing relationships through successful professional engagements that provide timely solutions and meaningful customer experiences.

As the Customer Care Coordinator, you are a confident and highly organized individual with superior business communications skills, motivated by a culture of continuous improvement. You are a natural team player, with the ability to collaborate effectively across teams and hold yourself accountable for meeting competing deadlines in a fast-paced environment.

You will report to the Customer Care Suite Manager, and work as part of the Publishing Operations team to maintain unfettered communication channels, and uphold excellent customer experience, especially for but not limited to authors, editors, and reviewers. You will adhere to response time benchmarks to protect brand integrity and ensure timeliness and quality of resolution and experience.

Responsibilities

Customer Service

• Manage high volume of incoming queries
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Provide accurate, valid and complete information
• Meet established team targets
• Handle customer complaints, provide appropriate solutions and alternatives within defined time parameters; follow up to ensure resolution
• Accurately track customer interactions to inform data analysis and evaluations
• Follow communication procedures and guidelines
• Take the extra mile to engage customers

Teamwork

• Filter customer queries to appropriate stakeholders and manage follow through and resolution.
• Provide coverage for colleagues as necessary.

Knowledge and Skills

• Proven customer support experience or experience as a customer service representative
• Strong professional communication skills and active listening
• Excellent time-management skills
• Focus on quality and attention to detail
• Familiarity with CRM systems and practices (Salesforce Prefered)

Qualifications

• At least two years of Customer Service experience
• Excellent writing skills
• Salesforce experience
• Previous experience working in Publishing
• Previous experience working in a remote environment

Physical Requirements and Work Environment

• Prolonged periods stationary at a desk and working on a computer.
• Some national and international travel may be required.
• Some flexibility to work across time zones.

The base salary range we’ve established for these positions is $55,000- $58,000. PLOS also offers a comprehensive benefits package summarized below.

US:

• 401k with employer match
• Employee sponsored health, dental and vision insurance (Dental and Vision 100% employer paid)
• Paid Vacation, 11 public holidays and sick leave
• Parental leave
• Birthday and three winter holidays days off
• Short term and long term disability insurance
• 2 days paid time off for volunteering per year
• Fully remote work environment with stipend on joining for home office

About PLOS

Building on a strong legacy of pioneering innovation, PLOS continues to be a catalyst in open science, reimagining models to meet open science principles, removing barriers and promoting inclusion in knowledge creation and sharing, and publishing research outputs that enable everyone to learn from, reuse and build upon scientific knowledge.

Our work is supported by a highly skilled global in-house team, partnerships with local scholarly organizations, and the valued contributions of a diverse, international community of scientific researchers.

We’re committed to equal opportunity

We’re working to create a more equitable system of scientific knowledge and understanding. Removing barriers to inclusion and facilitating broad participation of voices is core to our success, inside and out.

Beyond accepting distinct perspectives, we seek and support divergent backgrounds among our staff because we know differences strengthen our teams, our work, and our communities. We strongly encourage applicants of all identities to join us as we work towards a future where science is open to all, for all.

Visit plos.org/careers to learn more.