Customer Service Lead

Customer Service Lead page is loaded **Customer Service Lead**

**Customer Service Lead**

locationsUSA - Colonie, NY time typeFull time posted onPosted 3 Days Ago job requisition idR0022143 The Customer Service Lead is responsible for the assistance and mentoring of a team as they execute the tasks required to deliver an exceptional customer experience throughout the customer continuum. This position provides on-the-floor leadership and direction, coaching, and mentoring. In addition, the Customer Service Lead is also responsible for managing and support the processing of Motor Vehicle order processing, supporting the development and maintenance of resource document, incoming contacts and responding to all inquiries by asking questions to determine the appropriate action to fulfill customer needs and resolve their concerns. This role is responsible for typical Contact Center activity in a fast-paced environment. This includes answering inbound calls and emails, gathering customer requirements and order information, resolving customer complaints and handling escalated issues where appropriate. Follows procedures for client services documentation and responsibilities in a timely manner. Ensures quality results with minimal errors.

**Essential Duties and responsibilities**

* Provides on-the-floor leadership and direction

* Reviews daily capacity volumes to determine their teams capacity to take additional work or if they need assistance with their current workload. They may also be responsible for running daily queue checks and working with other site leaders to disburse open orders across the network, leveraging available capacity.

* Provides input to annual performance reviews and evaluates and provides input into making recommendations to management on potential future hires.

* Handles escalated customer issues either through direct personal action or referral to the proper individual/department.

* Responds positively to and expeditiously processes all incoming queue calls, inquiries and orders. Receives and responds to customer queries in a timely manner based on informational scripts provided. Enters new client information into client database as needed.

* Compiles and/or updates job details in relevant databases. Follows-up with clients by phone, email or correspondence to keep client fully informed of resolution process and status. Contacts internal departments as necessary to resolve customer-related issues.

* Keeps records of customer phone and email interactions, recording details of inquiries, complaints, or comments, as well as actions taken in Customer Relationship Management (CRM) System.

* Refers unresolved customer grievances to designated departments for further investigation.

* Follows established quality standards and meet established processing time

* Assesses individual customer requirements and direct activities to appropriate departments.

* Utilizes various systems to provide accurate information to customers, including interpreting quotes and promotions and credit policies. Provides required documentation related to each particular inquiry to meet the customer and the organizations needs.

* Committed to contributing whatever is necessary to complete pending assignments.

* Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers as well the ability to handle confidential and/or proprietary information.

* Job encounters recurring and routine work situations with occasional variations from the norm. Works on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations.

* Receives minimal instruction on routine work, general instruction on new assignments. Accuracy is required in performing all functions of this position. Initiative and organization skills are extremely valuable to ensure good customer service.

* Must possess self-motivation, enthusiasm, and positive attitude and perform as a team player. May serve in various teams according to business needs.

* Meets personal, team metrics and company metrics and goals.

* Must maintain a current understanding of all WK Lien Solutions product lines.

* Taking part in training and other learning opportunities to improve knowledge and performance level.

**Job Qualifications**

**Education:**

* 2 to 4 years post-secondary education in a related field or 6+ years equivalent experience in customer service

**Experience:**

* 4 to 5 years of related customer service experience preferred.

* Demonstrated working knowledge of personal computer applications such as Windows, Microsoft Word, Excel, PowerPoint and Salesforce.

**Other Knowledge, Skills, Abilities or Certifications**:

* Excellent written and oral communication skills targeted to the audience. Ability to clearly communicate with diverse customer base.

* Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers as well the ability to handle confidential and/or proprietary information.

* Ability to network and leverage resources from other geographic sites.

* Ability to discern client needs quickly and effectively; speaks clearly and uses good grammar while consistently following department policies and procedures.

* Presents information and maintains documentation of client interactions in a clear and organized manner.

* Strong attention to detail with the ability to retain knowledge of operating systems, procedures, products and customer information while managing multiple tasks and maintaining high accuracy standards.

* Strong organizational skills and comfort in juggling multiple assignments concurrently.

* Ability to research and offer solutions while adhering to policy guidelines.

* Consistently applies job knowledge to achieve results and strives for continuous improvement.

* Works effectively independently and within a team environment with minimal supervision.

* Ability to appropriately balance the quantity and quality of work.

* Effectively follows through on commitments to customers and internal employees.

* Must have the ability to identify and solve problems, make and effectively supported recommendations using sound data and input available.

* Must be able to become proficient in WK Liens order entry systems and processes.

**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 and responsibilities and requirements.**

**The Power of Purpose**

Wolters Kluwer reported 2020 annual revenues of 4.6 billion, employs over 19,000 people worldwide and maintains operations in over 40 countries. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

For more information about our solutions and organization, visit , follow us on , , and .

**U.S. COVID-19 Vaccination Requirements**

In order to help ensure a healthy and safe workplace for our employees, contingent workers and visitors, Wolters Kluwer currently requires all US employees to be fully vaccinated against COVID-19. Candidates will be required to provide sufficient proof of full vaccination in order to be eligible for employment. Wolters Kluwer will consider all requests for reasonable accommodation for this requirement based on disability and/or sincerely held religious belief and will decide on an individualized basis whether an accommodation can be granted.