Subscriber Support Representative

The Harold Grinspoon Foundation (HGF), located in Agawam, MA, is looking for a Subscriber Support Representative to provide general support for the Foundation’s flagship program, PJ Library® which sends free Jewish children’s books to Jewish families around the world each month. This is a full-time position at a fast-paced, entrepreneurial non-profit organization. 

Reporting to the Manager of Subscriber & Community Support, the Subscriber Support Representative will primarily focus on the department’s subscriber support responsibilities, including updating key databases and comprehensively managing requests and inquiries from PJ Library families. 

Responsibilities for this position include, but are not limited to: 

· As part of the subscriber support team, responding to emails and phone calls from families enrolled in the PJ Library and PJ Our Way programs, as well as providing broad support for other programs such as PJ Library Grandparents, Get Together, and First-Time Camp Awards for PJ Library Subscribers. 

· This includes searching for and updating records in the subscriber database (Microsoft NAV & Salesforce), as well as using Salesforce to comprehensively track and respond to subscriber inquiries. 

· Forwarding calls and emails from authors, illustrators, and donors to the appropriate departments. 

· Researching and resolving cases where books are not received by families. 

· Processing returned mail. 

· Escalating any technical issues to the Manager of Subscriber and Community Support, so that they may arrange for IT and/or vendor support. 

· Writing and contributing to all process documents and Knowledge Articles for the entire team’s reference and use. 

· Providing other general office support as needed, including, but not limited to: 

     o Producing and copying materials for projects, conferences, and clients. 

     o Preparing shipping labels for packages. 

     o Providing broad support to the Office Coordinator during absences (e.g., vacation, sick time, or medical leave).  

· Providing broad support for events and conferences.

Qualifications

· Associate’s degree and 2+ years of relevant Customer Service or Customer Relationship Management experience. Equivalent relevant Customer Service or Customer Relationship Management experience will also be considered. 

· Strong written and verbal communication skills. 

· Excellent computer skills, including proficiency with Microsoft Office, Outlook and Salesforce Case Management platform. 

· Experience with Microsoft NAV/Business Central a plus. 

· Close attention to detail. 

· Willingness to be flexible and responsible with a variety of tasks. 

· Eagerness to work as part of an administrative and subscriber support team. 

· Superior problem-solving skills and the ability to think quickly “on your feet.” 

· Ability to multi-task, prioritize, and meet challenging deadlines. 

· A calm and comfortable phone manner.

Physical Requirements 

· Prolonged periods of sitting at a desk and working on a computer. 

· Must be able to lift up to thirty pounds at a time, as needed.

Location

This position is based in our Agawam, MA home office and offers a hybrid schedule which requires at least 60% (24 hours) of time in the office each week.

Compensation 

A competitive salary ranging from $50,000–$57,500 annually commensurate with experience.