The Customer Account Specialist will utilize strong communication and superior problem-solving skills to quickly and accurately respond to a wide variety of client inquiries from global information professionals & users of CCC’s rights and content delivery services. You will use and support a wide range of technology applications used in managing content, document delivery and copyright licenses.

If you are a self-motivated, inquisitive nimble learner with an aptitude for technology and outstanding communication skills, you are encouraged to apply!

At CCC we build solutions that combine licensing, content, software and professional services to advance the way people integrate, access and share information. We offer a collaborative, dynamic, customer-centric working environment and a competitive benefits package.

What you'll be doing ...

• Ensure quality handling and resolution of calls and emails while meeting established business and productivity objectives.
• Use your knowledge of software and systems to assist our customers with technical issues.
• Work with custom software configurations to answer and resolve customer questions.
• Research, troubleshoot, diagnose, and resolve reported issues or escalate to the Development team as necessary.
• Complete customer-requested configuration changes within custom software solutions.
• Maintain on-going technical expertise in several applications including CCC’s proprietary software and act as a global product resource to the Operations, Customer Service, and Implementation teams
• Confirm customer understanding of CCC’s solution and provide additional customer education and training as needed.
• Provide solutions to better serve the customer and improve the customer experience.
• Recognize, document, and inform the manager regarding trends in customer calls and emails
• Through empathy, compassion, and understanding deliver exceptional customer service at all times.

What you need to have ...

• Is confident under pressure and maintains a positive attitude despite challenges
• Attentively listens to others
• Asks the right questions to accurately analyze situations
• Learns quickly when facing new situations and takes on the challenge of unfamiliar tasks
• Steps up to conflicts, seeing them as opportunities
• Displays a can-do attitude in good and bad times; identifies and seizes new opportunities
• Gains insight into customer needs and maintains effective customer relationships
• Demonstrates self-awareness

Requirements:

• 1-3 years’ experience supporting customer facing software or a bachelor’s degree in a technical field desired.
• Extraordinary attention to detail and follow through along with the ability to work under tight pressure and multitask on a regular basis
• Strong aptitude for problem solving, exploring, and learning new technology - is solutions oriented.
• Excellent verbal and written communication skills; impressive telephone etiquette and the ability to elicit callers’ needs with speed and confidence, while also exhibiting composure and politeness. 
• Ability to consistently address complex client needs while demonstrating innovation and sound judgment in decision making
• A working knowledge of Windows and Mac operating systems.
• Knowledge of advanced features in IE, Safari, Chrome, and Firefox browsers.
• Self-directed and motivated with ability to work independently as well as collaboratively in a team environment.
• Experience working with Salesforce, C#, and or HTML a plus.
• Travel requirements: None

Copyright Clearance Center (CCC) clears the path to integrated data and information, accelerates knowledge and advances copyright. With a history of innovation and growth in a dynamic market, a passionate and dedicated team, and a deep commitment to building next-generation content and licensing solutions using the very best technology and talent available, we offer the stability of an ongoing business in an entrepreneurial culture—all while providing very competitive benefits. CCC’s success starts with our team - smart, dynamic, talented professionals whose contributions matter.

As a global leader in voluntary collective licensing with 40+ years of industry experience, CCC sets the standard for an efficient global rights marketplace. We continue to build unique solutions that help organizations navigate vast amounts of data to discover actionable insights, enabling them to make informed decisions. We’re always learning, developing new skills, and exploring new and better ways to help society clear a path to information, discovery and the next big idea. 

Over the last year, CCC was named to eContent Magazines’ Top 100 List of Companies that Matter Most in the digital content industry and the Boston Globe honored CCC as one of the Top 100 women-led businesses in Massachusetts. Additionally, CCC won 'Organization of the Year' in Business Intelligence Group's '2019 Excellence in Customer Service' Awards and was named a ‘Trend-Setting Company” by KM World. 

Here is what some of our employees have been recently saying about working at CCC: 

“I'm required to be at the top of my game. I thrive when expectations are high and challenges are numerous, but I know I have the support I need.” 

“We get the chance to work with people around the world, not only internally, but externally, building fantastic relationships and international experience.”  

“I am able to work cross-functionally with very intelligent people to fulfill needs and opportunities of employees and customers. I know I make a difference daily.”