Digital Access Specialist

Customer Relations



Duke University Press is seeking a Digital Access Specialist to serve as primary point of contact for the Press’s e-Collections for books and journals. This position works closely with DUP’s Library Relations, Marketing, Accounting, and Digital Systems & Strategy teams to provide technical support and account-tracking activities. This role also performs administrative duties in support of major Marketing & Sales and Customer Relations functions; handles a variety of clerical and administrative responsibilities; maintains efficiency in organizational processes.
 
If interested in this opportunity please submit the University-required electronic application, including your résumé and cover letter, before close of the position at Noon on Wednesday, Dec. 18, 2019.

Job Description

1. Manage e-Collections Accounts
a. Build and maintain relationships with international and domestic customers, and potential customers for content collection products, by providing support, resolving access/purchase issues, compiling and delivering statistical usage reports, updating IP addresses and other customer information, and activating and/or troubleshooting customer accounts
b. Manage revenue earning for all journal titles and electronic collections with current content, in keeping with fiscal year schedule
c. Make decisions on specific operating problems, in consultation with Customer Relations (CR) Manager
d. Perform quality control checks to ensure costumer accounts have accurate information and appropriate access is available
e. Establish and implement trials for electronic collections in collaboration with Library Relations and Sales staff
f. Create and maintain up-to-date documentation for efficient operation of CR procedures
g. Represent and advocate within the Press for customer needs

2. Develop Thorough Knowledge & Understanding of DUP’s e-Content and Collection Models
a. Serve as an information resource for customer, subscription agents and consortium customers
b. Provide accurate and appropriate information to promote up-selling and cross-selling of collections
c. Collaborate with Marketing & Sales staff to meet the needs of international and consortium customers
d. Identify appropriate pricing tiers/World Bank status for institutional customers

3. ​Customer Service Team Responsibilities
a. Organize CR training and introduction for new and/or temporary employees
b. Create and maintain up-to-date documentation for efficient operation of CR procedures
c. Partner with Marketing & Sales staff to process exhibit orders
d. Provide feedback to supervisors regarding efficiency of Customer Relations processes and make recommendations for improved workflows
e. Serve as high-level support for resolution of complex customer issues
f. Assume responsibility for CR special projects
g. Liaise with internal DUP systems product managers regarding customer needs and customer relations workflows
h. Performs high-level order entry (electronic collections, complex orders, refunds, modifications, special agreements)

4. Other General Duties
a. Communicate and respond to requests from internal, Duke University Press costumers
b. Represent the Press at library conferences and other academic or professional meetings
c. Participate in work group meetings and planning sessions; serve on related committees as needed


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Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, genetic information, gender, gender identity, national origin, race, religion, sexual orientation, or veteran status.

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