Customer Service Rep

This is a hybrid role. Qualified applicants must be able to report to one of our top US office locations twice per week (complete list in job description).

The Customer Service team delivers world-class customer service with a high level of professionalism, diplomacy, and knowledge about Wolters Kluwer products and business practices. Our values propel us to put the customer at the center of everything we do, honor our commitment to continuous improvement and innovation, aim high and deliver the right results, and most importantly: win as a team

The Customer Service Representative is responsible for utilizing various information systems such as Salesforce CRM, Advantage, etc, to provide account maintenance, order entry, and customer service via phone, email, and chat for Wolters Kluwer customers.

Under regular supervision, the Customer Service Representative provides customer support for a variety of inquiries, including billing issues and product/service concerns. The Customer Service Representative will be required to effectively multitask by accessing and updating customer records within multiple computer applications, systems, and resources.

Essential Duties And Responsibilities

• Manage customer inquiries from onset to resolution using established procedures to solve routine problems
• Manage database records to maintain customer accounts, ensuring accurate entry and upkeep of all transactions according to business policies
• Use provided systems and procedures to monitor quality control for all customer interactions
• Adhere to expected deadlines to ensure minimal backlogs and meet service level
• Build brand advocacy and customer loyalty by employing WK values
• Perform other tasks/duties as assigned
  
  
  

Education

• High school diploma, GED, or equivalent required
  
  
  

Experience

• Previous customer service experience required, call center experience a plus
• Proficiency in Microsoft Outlook/Office 365 required
• Experience with CRM systems (Salesforce, etc) preferred
  
  
  

Other Knowledge, Skills, Abilities

• Excellent written and verbal communication and organizational skills
• Ability to maintain professionalism and high level of service through difficult customer interactions
• Ability to multi-task and work in a fast-paced environment
• Strong data entry skills and attention to detail
  
  
  

Travel Requirements

• N/A
  
  
  

Physical Demands

• Normal office environment
  
  
  

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and requirements.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $39,050 - $53,350