Customer Service Representative-Scheduling

3 months ago

Torrance, United States Wolters Kluwer Full time

The Scheduling Consultant works in a high-paced environment and uses a service-oriented approach to guide customer contacts through all decisions necessary to effectively implement customers on the Axcess Platform as well as on audit and accounting software. This role is the first point of contact, after the sale, for all customers implementing software or adding training to their existing inventory. This position is also the liaison between the customer, the sales rep, and the consultants ensuring a smooth onboarding experience.

Essential Duties and Responsibilities

* Consults and educates customers with explanation of the services purchased, who should attend each training session, implementation overview and development of their training schedule.

* Confirm and reset onboarding expectations. Establish and clarify proper timeframes and processes.

* Leverage deep product knowledge to ensure accuracy in scheduling processes in service to successfully onboarding the customer.

* Reviews sales orders for assigned projects to ensure accuracy and adherence to mandatory guidelines. Works with Order Validation and Sales to resolve any issues.

* Verifies budget, planned hours and milestones are created in PSA accurately.

* Ensures prompt attention to all new scheduling projects, contacting customers within 1-3 days of receipt.

* Schedules training and consulting services utilizing Salesforce, Financial Force PSA software and Outlook Calendar.

* Manages Consultants calendars to ensure accuracy, efficiency, and equity of scheduling dates.

* Manages projects through to completion and ensures timely financial reporting.

* Ensures timely communication with Sales on all unscheduled and aging projects. Coordinate with Sales Reps on any issues/concerns relative to customers and projects.

* Collaborates across internal teams to resolve any onboarding issues impacting customers.

* Participates in team activities to meet or exceed company objectives through collaboration and review of processes and procedures: identify opportunities to streamline procedures and improve the customer experience.

Education and Experience

* Bachelor's degree preferred

* Minimum 3 years of experience in high paced customer service position including consultative customer service

* Excellent verbal and written communication skills

* Strong organization, time management and attention to detail skills

* Strong interpersonal skills and ability to work as a team player

* Ability to multitask and maneuver among multiple software applications simultaneously

* Ability to take initiative, prioritize and problem solve

* Thorough knowledge of Microsoft Office and Outlook

* Knowledge of systems including Salesforce

location4 Locations**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.

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