Customer Service Representative: Society Account Manager

Wolters Kluwer • Hagerstown, MD • 1d ago

Job Summary

The Society Account Manager delivers world-class customer service with a high level of professionalism, diplomacy, and knowledge about society partners and their journals. 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 Society Account Manager manages the relationship between Wolters Kluwer and the society for membership/subscriber services and is the most highly visible person regarding fulfilling the membership benefits. The Society Account Manager serves as the primary source of communication with the society regarding membership lists and other membership attributes.

Communication between the society and the Society Account Manager requires the utmost tact, diplomacy, and professionalism and is guided by the Publisher, who helps provide a unified message. Society Account Manager communication is proactive and definitive for anticipating the needs of the society and their members. The publisher and the Society Account Manager work together on Membership/subscriber changes or problems and communicate these changes to the Society and the Product Line Teams.

The Society Account Manager is familiar with and complies with any service-level agreements defined between Wolters Kluwer and the society. The Society Account Manager can do so with the support of a team comprised of society member care representatives and a data control analyst (as well as members outside of the Society Services, such as publishers, circulation coordinators, marketing, etc.).

Essential Duties and Responsibilities

Liaise with Society Member Care for requesting various membership/subscriber benefits or serving as issue escalation path when member trend has been identified

Oversee society billing for assigned accounts, including maintaining billing schedules, preparing society billing based on individual contract terms, and working with Accounts Receivable to collect on past due invoices

Document and share rules of engagement with publishing and society partners with annual attribute letter that spells out our services and rules that we will follow with list management and invoicing

Communicate to Publishers any issues, updates, or status changes of society membership

Liaise with Periodical Operations to coordinate the society membership list schedule with the production schedule

Liaise with Data Control team for various data needs, such as list comparisons, list uploads, identifying data anomalies, and confirming member counts for invoicing purposes

Education

High school diploma, GED, or equivalent required

Experience

1+ years experience with one or more of the following: customer service, membership management, list management, or invoicing

Strong organization, prioritization, and communication skills

Ability to problem-solve and follow through to resolution

Advanced knowledge of Microsoft Office/Office 365 tools beneficial

Experience with CRM system such as Salesforce Service Cloud beneficial

Other Knowledge, Skills, Abilities

Strong interpersonal, written, and verbal communication skills, including articulating to management, society leaders, society members, and others

Ability to maintain professionalism and a high level of service through complex customer interactions

Ability to multitask and prioritize/change direction as needed

Well organized and able to prioritize within a fast-paced team environment

Patient and helpful to customers as well as internal key stakeholders under pressure

Travel Requirements

Minimal

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.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

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

Compensation:

$34,000.00 - $57,500.00 USD

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Additional Information :

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.

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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