Senior Customer Service Representative
2 days ago
We are seeking a highly skilled Senior Customer Service Representative to join our team at Wolters Kluwer Lien Solutions. As a key member of our customer-facing team, you will be responsible for delivering exceptional service to our clients, ensuring their needs are met, and building strong relationships with our customers.
Key Responsibilities:- Provide prompt and professional service to our customers through verbal and written communications
- Offer consultative customer service, helping to identify customers' compliance challenges and business needs, and utilizing product and industry knowledge to provide solutions and initiate orders crucial to lien management compliance
- Maintain a clear understanding of client requirements, building and maintaining strong client relationships
- Proactively manage the full-life cycle of the order process and drive cross-selling opportunities to promote additional offerings to meet our customer needs
- Efficiently manage, organize, and prioritize high volumes of requests using Salesforce and other internal systems to ensure timely and accurate customer responses
- Operate efficiently with minimal supervision, demonstrating self-motivation and the ability to work independently
- Strive to become a subject matter expert in the department, company, and industry by continuously learning through job-related training and extensive work experience
- Demonstrate sound judgment, tact, and diplomacy when interacting with both internal and external customers, and possess the capability to manage confidential and proprietary information effectively
- Foster respectful and supportive team relationships by treating others with respect, being sensitive to diverse needs, listening humbly, embracing change, and advocating for continuous improvement and change management
- Assigned to manage top clients requiring concierge or personalized services, taking the lead on various projects to ensure exceptional care and attention to detail
- Assist in providing direction and guidance to less experienced team members, offering support and mentorship to foster their professional growth and ensure team success
- Actively participating in sales and client conference calls, clarifying best practices for order submission and self-search, and providing constructive feedback to enhance communication and drive successful outcomes
- Lead team building and morale boosting events
- Assist with User Acceptance Testing (UAT) as needed
- Bachelor's degree from an accredited college/university or equivalent B2B client service experience
- Strongly preferred minimum of two years of business-to-business (B2B) client/customer service experience; preferably consultative customer service experience working within the banking, insurance, hospitality, retail and/or legal industry
- Self-motivated and capable of performing efficiently with minimal supervision
- Strong organizational, time management and multi-tasking skills
- Ability to absorb product knowledge quickly and process information to apply to customer needs
- Ability to make sound business decisions and exercise discretion and judgment
- Ability to appropriately balance the quantity and quality of work
- Dedicated to achieving targets and consistently producing high-quality, accurate results
- Experience generating add-on sales revenue preferred
- Strong analytical and problem-solving skills
- Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint, Adobe, and Outlook
Wolters Kluwer is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world. Every day, our customers make critical decisions to help save lives, improve the way we do business, and build better judicial and regulatory systems. We help them get it right.
For more information about our solutions and organization, visit, follow us on Twitter, Facebook, LinkedIn, and YouTube.
Compensation:
Target salary range CA, CT, CO, HI, NY, WA: $51,550-$70,850
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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