Customer Service Representative II

Company: Wolters Kluwer
Location: Nashville
Posted on: May 27, 2023

Job Description:

With nearly two centuries of experience, Wolters Kluwer provides information and professional services for accounting, audit, business, compliance, finance, healthcare, legal, risk, and tax industries. Founded in 1836, the company offers expert solutions backed by deep domain knowledge and specialized, intelligent technology to help clients make pivotal decisions.
Wolters Kluwer is a global leader in professional information services in legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare, relying on Wolters Kluwer's market-leading information-enabled tools and software solutions. This position is within the ELM legal solutions area.
The remote role has an excellent record for launching bright, driven candidates into successful careers in this 19,000-employee company: positive, supportive environment, generous benefits package, and comprehensive training program. The Customer Service Representative supports internal and external clients on product-specific issues. Provide customer application support by phone, email, chat, and remote system access. Training program enables the development of strong product knowledge as demanded by this role to meet customer needs-the capacity to learn/engage is more important than technical background. Requires ability to discern/creatively troubleshoot client issues associated with enterprise applications, including customer client networks for this complex product that large corporations use to manage their legal matters with law firms. Requires clear/concise communication skills.
Essential Responsibilities: Essential activities of the Customer Service Specialist include providing application support to both internal teams and external customers, contributing subject matter expertise to ensure customer satisfaction and organizational success, maintaining performance standards, and representing Wolters Kluwer.
Specific responsibilities and requirements:

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  Demonstrates solid knowledge of application, product, and services
  
  
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  Provides support and troubleshooting of applications to both internal teams and external customers via telephone, live online chat, and email
  
  
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  Demonstrates strong analytical skills to identify origin/cause, initiate research, and promptly respond to cases that may be handled without escalation (e.g., product operation, product content)
  
  
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  Effectively communicates to internal and external clients and records concise documentation of cases
  
  
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  Works cross-functionality to proactively resolve specialized, procedural, and operational issues; escalates cases that require additional expertise
  
  
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  Independently and in a team environment, applies troubleshooting methodologies to drive escalated issues to closure
  
  
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  Delivers timely responses to business owners, stakeholders, and users on issue status and resolution, including driving escalated issues to closure
  
  
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  Motivated contributor to team knowledge sharing, meetings, and documentation to reduce recurring issues and inquiries
  
  
  Other Duties:
  Performs other duties as assigned by supervisor. Represents Wolters Kluwer by developing and maintaining comprehensive product knowledge; communicating in a professional, compelling, and articulate manner of speech and writing; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity, and professionalism.
  Experience, Knowledge, and Tools:
  Minimum Experience:
  
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    Troubleshooting product issues and reporting issues via phone/e-mail/chat
    
    
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    Working cross-functionally to resolve technical, procedural, or operational issues
    
    
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    Working collaboratively with individuals at all levels of the organization
    
    
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    Executing short and long-term plans
    
    
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    Training internal and external customers to mitigate recurring requests for help
    
    
    Tools:
    
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      CRM Application is helpful, e.g., Sales Force
      
      
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      Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
      
      
      Other Knowledge, Skills, Abilities, or Certifications: (First list requirements, followed by preferences)
      
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        Analytical skills
        
        
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        Interpersonal and collaborative skills
        
        
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        Problem-solving and decision-making skills
        
        
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        Written and verbal communication skills
        
        
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        Prioritization, multitasking, and organizational skills
        
        
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        Conflict resolution
        
        
        Education:
        
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        • Minimum high school education or equivalent, bachelor's degree preferred
          
          Benefits:
          
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          • Full Benefits that begin your first day of employment.
            
            Travel:
            
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            • None
              
              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.

Keywords: Wolters Kluwer, Nashville , Customer Service Representative II, Accounting, Auditing , Nashville, Tennessee