The Sr. Customer Service Specialist works in a fast-paced customer focused environment. This position is responsible for specialized customer service activities for high visibility clients including resolving complex customer issues via all methods of communications including telephone, chat and email. This position requires a high level of working knowledge related to Thomson Reuter’s expansive product line, product plans & pricing for print and electronic media. The specialist will work closely with the Team Manager to help drive department initiatives. This position will also lead department projects including conducting trainings.

• Has daily interaction with customers and plays a pivotal role in maintaining an exceptional customer relationship to ensure a positive impact on revenue, customer satisfaction and retention.
• Respond to customer inquiries via phone, email, chat and any other method of communication.
• Respond to more complex and/or specialized issues with the goal of first call resolution.
• Provide first level escalation support to junior level staff on complex customer inquiries.
• Use analysis and judgment by exercising discretion in selecting methods and techniques for obtaining solutions.
• Filter and escalate inquiries relating to other aspects of Thomson Reuters businesses (e.g. sales, technology, business leads, etc) as appropriate.
• Work cross-departmentally as necessary (e.g. sales, technical support, billing, order processing etc.).
• Track inquiry resolution progress and where appropriate and proactively contact customers with a status update or resolution.
• Offer customer refunds or discounts as needed or necessary within departmental guidelines (e.g. subscription extension, password release).
• Assist, coach and develop new team members and junior staff in learning the processes and procedures required to deliver excellent customer service.
• Develop and facilitate training programs.
• Ensure each customer contact is handled in a manner consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention.
• Assist field and marketing representatives in account management.
• Execute on project work, including contributing to reporting and analysis.
• Act as a subject matter expert.
• Provide feedback to management on performance, processes and procedure.
• Act as an overall product contact, inform department of changes and necessary information to properly support a specific product line-Business Expert.