Customer Representative (Product Support Specialist) more...
Location:Cleveland, OH
Company:OverDrive Inc.
First posted:November 30, 2020

At OverDrive, we believe in the importance of Schools & Libraries - we believe in literacy. We create products that enable our millions of users around the world to read more often, in more places. As the home of one of the largest collections of audio and eBooks, we help our partner libraries and schools reach a wider audience and grow in today’s world. We are a group of creative and passionate professionals with a deep love for literacy and are committed in our mission to create a world enlightened by reading. Sound like a fit for you?

OverDrive is seeking a Product Support Specialist (Customer Representative) who will work to ensure partners are achieving success and consistent growth in product awareness and usage.

In This Role, You Will:

  • Coordinate with team members within the Business Unit to support new product developments and existing product enhancements.
  • Through facilitation from an Account Manager, assist partners with questions and follow-up on product-related issues and requests. As part of this, support OverDrive’s desire to build strong personal relationships with each partner.
  • Work with Account Managers to address customer problems, identify root causes, and derive solutions.
  • Meet weekly with applicable Account Managers and Content Specialists to review accounts in each territory and discuss follow-up items and strategy for the week.
  • Collaborate with Account Managers to execute onboarding tasks, which may include hosting an implementation call, coordinating website development and authentication integration, and scheduling staff training sessions.
  • Provide Account Managers and/or partners marketing and outreach resources/tactics to help partners increase product awareness and usage.
  • Coordinate and/or complete website updates upon request.
  • Manage the onboarding of new members to existing consortia.
  • Manage the addition of new formats, services, and features.
  • Analyze market trends and demands to recommend best practices for how partners are increasing product awareness and usage. Coordinate distribution of best practices with Account Managers.
  • Audit partners’ websites and their OverDrive digital library to ensure they are leveraging curation tools and service features to maximize the end user experience. Report results and make improvement recommendations to Account Managers as needed.
  • Relay requests for new functionality and features to OverDrive’s Product Management team.

If This Sounds Like You:

  • Bachelor's Degree in related field.
  • 1+ years of related experience (e.g., customer service, account management, project management, library).
  • Strong communication skills (written, verbal, and listening).
  • Detail-oriented with strong technical aptitude.
  • Organized and ability to track and manage multiple projects working with a variety of individuals.
  • Computer proficiency: Microsoft Office Suite.

Why OverDrive?

  • We work hard and play even harder. We offer on-site Yoga and CrossFit classes, as well as basketball, foosball, indoor/outdoor walking trails and even a 3-hole par course for our golfers!
  • We offer a full suite of health benefits, along with generous PTO and paid holidays.
  • Need a snack? We have fully stocked snack kitchens throughout our campus. 
  • Not everyone is the same, so why expect them to begin work at the same time? If you are an early riser or need a little bit more time to hit snooze, it’s all good! Employees can work around their schedule and begin work at a time best suited for them.
  • OverDrive is a Certified B Corporation, using our business as a force for good. We invest into our employees and our communities in equal measure and sponsor several charitable initiatives.

How to Apply:
Here at OverDrive, we value people over everything (since our people are what make OverDrive great!). We want you for you and will encourage your professional and personal growth throughout your time here. If this sounds like a place for you, don’t hesitate to apply and let us know why you’d be a great fit for our team.

OverDrive values diversity and is proud to be an equal opportunity employer.

Type: Full-time.

This job position is no longer available.