Customer Service Rep

Wolters Kluwer • Tampa, FL • 1w ago

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

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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