Senior Customer Service Representative

3 weeks ago


Mead, United States Wolters Kluwer Full time

Liaise with Society Member Care for requesting various membership/subscriber benefits or serving as issue escalation path when member trend has been identified. Oversee society billing for assigned accounts, including maintaining billing schedules, preparing society billing based on individual contract terms, and working with Accounts Receivable to collect on past due invoices. Document and share rules of engagement with publishing and society partners with annual attribute letter that spells out our services and rules that we will follow with list management and invoicing. Communicate to Publishers any issues, updates, or status changes of society membership. Liaise with Periodical Operations to coordinate the society membership list schedule with the production schedule. Liaise with Data Control team for various data needs, such as list comparisons, list uploads, identifying data anomalies, and confirming member counts for invoicing purposes. Education High school diploma, GED, or equivalent required. Experience Minimum of 2 years experience with one or more of the following: membership management, customer service, list management, or invoicing. Advanced knowledge of Microsoft Office/Office 365 tools beneficial. Experience with CRM system such as Salesforce Service Cloud beneficial. Other Knowledge, Skills, Abilities Strong interpersonal, written, and verbal communication skills, including articulating to management, society leaders, society members, and others. Ability to maintain professionalism and a high level of service through complex customer interactions. Ability to multitask and prioritize/change direction as needed. Well organized and able to prioritize within a fast-paced team environment. Patient and helpful to customers as well as internal key stakeholders under pressure. Travel Requirements Minimal. Physical Demands Normal office environment. #J-18808-Ljbffr



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