Customer Support Coordinator

Customer Support Coordinator – Johns Hopkins University Press (Project MUSE)

Johns Hopkins University Press seeks a Customer Support Coordinator who will manage support for over 100,000 books, 800 journals, and 300 publishers to a customer base of roughly 3,000.

Project MUSE is a division of Johns Hopkins University Press and has been the trusted source of complete, full‑text digital versions of scholarly journals and books for almost 30 years. Thousands of libraries worldwide subscribe to the MUSE platform, supporting the research and instructional needs of faculty, staff, and students. The platform offers a variety of purchase and subscription options to institutional customers, individual article or issue purchasing, and a large body of content available under open access arrangements.

• Provide both highly technical and non‑technical customer support and reporting to both external and internal clients.
• Process over $30M in book orders, journal renewals, and payments for all electronic products within Project MUSE through the THINK fulfillment system.
• Troubleshoot access control issues for collections and individual sales requiring an understanding of many institutional authentication methods such as IP, Federated access, Open Athens, referring URL and open URL, etc.
• Report and troubleshoot usage statistics.
• Liaison between customers and the MUSE Technical team for troubleshooting issues.
• Assist with the testing of workflows, upgrading of systems, and new product offerings.
• Create and maintain documentation for workflows and processes.
• Create and generate reports using THINK, Report Writer, and Crystal Reporting.
• Assist with vendor setup for payers and payees and maintenance as needed.
• Recommend policy and procedure changes for efficiencies.
• Assist the Customer Support Supervisor, Business Manager, and Associate Director as appropriate.
• Weave diversity, equity, inclusion, and access principles into all aspects of the work.

• High School Diploma or equivalent required.
• Three to five years of related work experience.

• Excellent customer support skills for interacting effectively with libraries, consortia, agents, users, and internal customers.
• Working knowledge of THINK or a similar fulfillment system.
• Working knowledge of Crystal Reports.
• Experience with Live Agent or a similar ticketing system.
• Basic understanding of library systems and services.
• Understanding of academic publishing.
• Ability to work alone as well as part of a team.
• Excellent critical thinking and communication skills.
• Superior problem‑solving skills using analytics to drive decisions.
• Creative thinker, embracing new ideas and passionate about developing the potential of Hopkins Press.
• Inclusive in decision‑making and problem‑solving.
• Excel in effective use of resources; keen self‑awareness of strengths and weaknesses.

The Press is committed to honoring every person's inherent dignity as human beings and making that the foundation of our organizational culture. We proactively find ways to ensure opportunities that promote diversity, equity, inclusion, and access. We strive to publish courageously, giving voice to groundbreaking ideas. We support each other and our stakeholders and envision a future where knowledge enriches the lives of every person.

Starting salary range: $35,490 to $50,700. Hourly rate: $18.20 – $33.90

Employment type:

Full Time, Exempt Status:
Non‑Exempt,

Schedule:

M‑F 8:30 am – 5:00 pm

Location:

Hybrid/Homewood Campus, Department: MUSE Administration, Personnel area:
Academic and Business Centers

Reports to:

Customer Support Supervisor