$50,000 - $65,000 USD
How this Position Contributes to the Team
The Specialist, Publishing and Online Subscription Management reports to the Director, Technical Publications and supports the Publications team by overseeing the Water Environment Federation's (WEF’s) online subscriptions, managing customer relationships, ensuring data integrity, and providing administrative support for Publications programs.
NOTE: This role is hybrid and requires working in the office (Alexandria, VA) 2 days every other week.
Key Responsibilities:
- Establishes and maintains customer relationships with online subscribers and Publications customers and responds to customer requests.
- Supports Publications team with maintenance of vendor relationships.
- Manages invoice requests and invoice payment tracking for customers and logs all information in tracking software.
- Sets up accounts in online systems, activates subscriptions, assigns licenses, provides credentials to licensees, and adds Administrator(s) to Institutional accounts.
- Resolves customer requests, inquiries, and issues, escalating to developer or appropriate internal or external staff as needed to ensure satisfaction.
- Provides technical support for online customers, including authentication of customer account(s) in online systems, resetting passwords, and troubleshooting customers’ access issues.
- Communicates with Accounting team to ensure maintenance of record keeping for all incoming requests, customer contact information, invoice and customer numbers assigned by Accounting Team, subscription dates, purchase history, and all other customer information.
- Maintains customer data integrity between the subscription systems and tracking software.
- Creates monthly reports to assist the Publications team in analysis of program effectiveness and efficiency.
- Provides support to Publications team with meeting and conference planning.
- Provide support to Publications team for duties related to inventory management, order processing, and fulfillment.
- Performs other duties as assigned within the scope of the role.
Minimum Qualifications:
- Bachelor’s degree.
- 3+ years’ experience providing customer service.
- Intermediate computer skills with knowledge of Microsoft Office Suite, Google Docs, as well as previous experience or ability to learn Content Management Systems (CMS) and Association Management Systems (AMS).
- Excellent written communication skills.
- Problem-solving and critical thinking skills.
- Demonstrated ability to work effectively with others.
- Detail oriented and accurate.
- Ability to work independently with minimal supervision.
- Patient, empathetic, and customer focused.
- Preferred qualifications:
- Experience managing online subscriptions.
- Knowledge of water sector.
- Intermediate Spanish language skills.
- Previous experience with Atypon and Librios systems.
- Previous experience with Fonteva.
This person will work primarily in an office environment using standard office equipment.
WEF is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Equal employment opportunity, including veterans and individuals with disabilities.
