at Wolters Kluwer in Springfield, Illinois, United States
Job Description
The Customer Service Representative is responsible for all incoming contacts and responds to all inquiries regarding search, retrieval, filing and processing of Federal, State and County documents 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. Answering inbound calls and emails, gathering customer requirements and order information, resolve customer complaints, reset passwords and escalates 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
+ Respond positively to and expeditiously process 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 & 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.
+ Follow established Support quality standards and meet established telephone processing time standards (talk time, after call work, order accuracy, schedule adherence, available time, out-flows, quality monitoring scoring etc.) Assesses individual customer requirements and direct activities to appropriate departments.
+ Utilize various systems to provide accurate information to customers, including interpreting quotes and promotions and credit policies. Provide required documentation related to each particular inquiry to meet the customer and the organization’s needs. May be required to perform other related duties as required and/or assigned by the Supervisor.
+ 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 minimally complex in nature where judgment is required in resolving problems and making routine recommendations.
+ Receives thorough training on products, services, how to complete orders, billing and customer skills needed to handle client interactions. 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.
+ 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.
Other Duties
May be required to perform other related duties as required or assigned
Job Qualifications
Education:
+ 2 years post-secondary education in a related field or equivalent related experience.
Experience:
+ 2 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:
+ Effective verbal and written communication skills targeted to the audience.
+ Ability to discern caller 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.
+ 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 and minimally independently within a team environment with moderate 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 support recommendations using sound data and input available.
+ Must be able to become proficient in WK Lien Solution’s order entry systems and processes.
Travel requirements
n/a
Physical Demands
Normal office environment
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.
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.
