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Salem Web Network

Author Support/Customer Service Specialist

Salem Web Network
Maitland, Florida, United States

Date Posted: 07/11/2017
Categories: Customer Service
Job Type: Full-Time

Job Description:

Salem Author Services - Maitland, FL -  is currently seeking a full time Author Support/Customer Service Specialist who can assist clients through the process of publishing their books. Our company provides high-end book publishing, printing and marketing services to aspiring and established authors. The Author Support/Customer Service Specialist will be responsible for taking incoming calls, making outbound calls, email correspondence and managing multiple accounts. This is a highly customer service oriented position and is 100% about serving our authors with excellence, addressing their questions and concerns with respect and a genuine desire to help with much emphasis on serving our clients. This is a full-time position which currently offers a salary plus performance incentives. 

We provide a casual, friendly atmosphere with competitive salaries and a comprehensive benefits package that includes medical, dental, life insurance, and 401K program.


Salem Author Services is owned by Salem Media Group, the leading radio broadcaster, Internet content provider, and magazine and book publisher targeting audiences interested in Christian and family-themed content and conservative values. We work with many authors and own multiple imprints, one of which is Xulon Press. This is our faith-based imprint. 


Job Duties include:

  • Provide Fast Friendly, Supportive and Fun customer service to all of our clients.
  • Answer incoming calls and make outbound calls to assist and provide service.
  • Respond to all phone calls and email correspondence in a timely manner.
  • Manage customer concerns and work to resolve them efficiently and effectively.
  • Work with authors to provide guidance and expertise through the publishing process.
  • Other assigned duties as directed by management



5+ years of prior customer service and phone answering experience required. Phone skills and manner must be impeccable.  

Honesty and integrity.

Outstanding communication, interpersonal and customer service skills.

Ability to communicate empathy.

Demonstrated proficiency in MS Word, Excel, Outlook, Adobe and different graphic programs (jpeg and tiff files) is very important.

A love for people and for helping them is essential. The ability to establish rapport quickly is vital.

Must be able to work well with a team. Competitive by nature is a plus. 

Excellence required in verbal and written communication.

Must strive for excellence and efficiency.

Critical Thinking and problem solving.

Detail-oriented and the ability to multi-task with ease in a high volume environment. 

Experience in the publishing industry is considered a plus.