LOCATION: Hybrid – 8 days a month in the office. (see locations posted on the requisition)

QUALIFICATIONS

Education: Highschool Diploma or equivalent. Bachelor’s Degree preferred.

Experience: 2+ years business-to-business customer service or help desk experience, including:

• Working with professionals through phone and email.
• Building relationships with co-workers and customers.
• Gathering and analyzing customer data and user requirements.
• Integrating information from multiple sources.
• Communicating with technical and non-technical customers at all organizational levels.

Preferred Experience:

• 5 years business-to-business customer service or help desk experience.
• Providing customer support service to large customers with complex technical needs.
• Troubleshooting and solving basic interface and technical issues.
• Experience documenting information in a CRM system.
• Experience using an order fulfillment system.

TRAVEL: < 5% for work meetings (1-2 times per year)

LI-Hybrid

Compensation:
Target salary range CA, CT, CO, HI, NY, WA: $44,000-$60,200
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

• Learns the Medi-Span products and service offerings and the WK Clinical Drug Information product line by attending and engaging in available formal or informal training sessions; participating in one-on-one training with Manager and Senior CSR; working with actual products to establish and maintain competence in demonstrating and using them; participating in call/e-mail reviews; accepting critical feedback and implementing suggestions; working up to handling calls alone (approximately 3 months); studying product information provided promptly until mastered; learning about the various service offerings available; learning how the products fit into customers’ processes and contribute to performance; collaborating with team members to identify best practices; and learning standard customer support process and systems; and receiving HIPPA and HITECH training to be able to access customer sites understanding the security risks.
• Provides customer support for incoming questions or issues regarding products and services the organization provides by responding to incoming customer requests (e.g., telephone, e-mail); gaining a full understanding of customers’ requests; referencing guides and procedures to analyze interaction providing comprehensive answers to questions pertaining to products, services, and accounts (e.g., pricing, user issues, minor problems, invoices); capturing order payment details (e.g., contact information, credit card information) for own calls and for product sales with inside and outside sales team; in-putting order information for replacements, sample data, or reshipments; creating a ticket and forwarding to other resources if needed (e.g., accounting, technical support, sales)); managing customer perceptions and expectations; documenting information into systems; capturing common issues to reduce recurring issues and inquiries; meeting standards for quality; and maintaining documentation according to timing and content standards.
• Serves contact for content and data acquisition issues requiring in depth involvement by establishing relationships with customer to facilitate working relationship; identifying appropriate editorial resource necessary to resolve customer issues; acting as the primary point of contact during the ticket(s); monitoring and tracking required follow-up communications and deliverables; ensuring timely completion; communicating results with customer; maintaining documentation in accordance with timing and content standards; and balancing managing ticket workload with incoming interactions and other assigned projects.
• Assists with on-boarding of assigned new accounts by establishing an on-going rapport with clients to continue a solid working relationship; sending a product guide and thank you to the customer administrator; following up after 10 days to see if the customer has any questions or could use assistance; providing any needed product assistance; helping customer prepare and export reports; and forwarding client requests to internal resources (e.g., team lead, IT).
• Contributes to customer satisfaction and organizational success by fostering a professional rapport with customers to encourage continued interaction with WK; balancing work time on incoming calls with completing open tickets; working collaboratively and directly with customers and internal resources to deliver solutions that exceed customer expectations and minimize customer impacts; assisting other teams with clerical duties as time permits (e.g., reception, scanning, filing, mail); providing customer service expertise to special projects (e.g., new systems, upgrades, price Rx access issues); collecting and passing along information for customer enhancement requests and gaps where current products do not meet client requirements; maintaining an up-to-date understanding of the functionality of internal systems; and providing feedback on the effectiveness and soundness of policies and procedures in the customer service department.
• Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry and technical trends, and general business and financial skills through various sources and initiative; communicating with customers in a compelling and articulate manner in both verbal and written conversations and presentations; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism.