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Customer Service Representative
2 months ago
LOCATION: Remote MA
Overview
You will be responsible for providing exceptional customer service to fulfill customer needs in a timely and professional manner. Activities include developing a deep understanding of our processes, products, services and customers; providing exceptional customer service; providing product information to secure new orders; participating in organizational activities to meet or exceed company objectives; and representing Wolters Kluwer within the industry. You will report to the Manager, Customer Service Operations.
RESPONSIBLITIES
Develops a deep understanding of UpToDate systems, processes, products, services and customers by attending and fully engaging in formal and informal training/mentoring sessions (e.g., initial 3 week training, new product/feature training); engaging in self-directed learning (e.g., studying information provided in a timely manner); developing an in-depth knowledge of all systems, tools, templates and processes used within the department; developing and maintaining a current and comprehensive knowledge of all UpToDate products and services (e.g., features, benefits, pricing, intended use, value proposition); developing and maintaining relationships with internal teams (e.g., technical support, sales, management); and collaborating with peers and management to continuously improve (e.g., accepting critical feedback and implementing suggestions).
Provides exceptional customer service by receiving and responding to inbound customer questions in a timely manner (e.g., live chat, e-mail, telephone, fax); gathering information to develop a deep understanding of customer needs and promote a “one contact” customer service environment; fulfilling basic customer needs (e.g., resending invoices, resending DVDs, changing address); providing comprehensive responses to customer inquiries (e.g., billing questions, product use); escalating advanced technical issues to technical support (e.g., download issues); escalating customer complaints to a senior customer service representative or manager; providing detailed background information for all escalations; ensuring the highest level of accuracy, completeness and professionalism with all customer interactions; meeting or exceeding individual and team performance goals (e.g., chat/talk time, chats, emails and calls taken, speed of answer, service level, first contact resolution); and maintaining timely and accurate records of all activities in accordance with company policy.
Provides product information to secure new orders by fielding customer questions regarding UpToDate products and services; providing comprehensive answers to customer questions (e.g., product description, use, cost); promoting and articulating the value and benefits of UpToDate products and services; collecting information and securing orders for new customers (e.g., physicians, clinicians); cross-selling and up-selling products and services to existing customers; and prequalifying and escalating potential enterprise leads to the enterprise sales team.
Qualifications
Education: bachelor’s degree; or equivalent experience
Experience: 1+ years of customer service and/or call center experience
TRAVEL: There is no travel involved in this role.
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