Wolters Kluwer Senior Customer Service Representative in Indianapolis, Indiana
Job Description Summary
* Position can sit in either our Hudson, OH or Indianapolis, IN offices
The Customer Support Representative (CSR) for the Wolters Kluwer Clinical Effectiveness Team has primary responsibility for providing assistance to Wolters Kluwer customers by responding to incoming requests, providing solutions, and escalating as needed. They are responsible for completing inbound sales (up to $1500 value), up-selling, contacting customers with expired subscriptions, and handling Tier 1 type issues (e.g. product information, order processing, account inquiries, content issues, login/password login issues). CSRs typically handle 50-60 interactions (calls, emails, voice mails) per day. CSR activities include: learning the CDI products; providing customer support; completing the sales process; providing exceptional customer service; contributing to customer satisfaction and organizational success; and representing Wolters Kluwer within the industry.
Essential Duties and Responsibilities
Learns the CDI products and service offerings by attending and engaging fully in any available formal or informal training sessions; engaging in one-on-one training with Manager, Lead and/or Senior CSR; working with actual products to establish and maintain competence in demonstrating and using them; participating in call/e-mail reviews; accepting critical feedback and implementing suggestions; studying product information provided in a timely manner until mastered; learning about the various service offerings available; learning how the products fit into customers’ processes and contribute to their business performance; collaborating with team members to identify best practices; learning standard customer support process and systems; and learning and complying with PCI policies and guidelines.
Provides customer support for incoming questions or issues regarding products and services the organization provides by responding to incoming customer requests (e.g., telephone, e-mail); gaining a full understanding of customers’ requests; referencing guides and procedures to analyze interaction; providing comprehensive answers to questions pertaining to products, services, and accounts (e.g., pricing, user issues, minor problems, invoices); capturing all order and payment details (e.g., contact information, credit card information) for own calls and for online product sales with inside and outside sales team; ensuring highest accuracy during the order intake process to minimize errors and rework; following up with large accounts to ensure shipment was received; documenting and following client specific requests (e.g., delivery, invoicing); creating a ticket and forwarding to other resources if needed (e.g., accounting, technical support, inside sales); engaging corporate resources as appropriate to ensure client issues and concerns are resolved; creating a ticket for each issue and managing a list of tickets; reviewing and prioritizing customer issues lists; managing customer perceptions and expectations; accurately documenting information into systems; capturing common issues to reduce recurring issues and inquiries; meeting established standards for quality; and maintaining documentation according to timing and content standards.
C o m p l e t e s the s a l e s p r o c es s by determining customer’s fit with the appropriate Clinical Drug Information products and pricing; effectively articulating the value of our products and services, and addressing objections; providing comprehensive answers to questions pertaining to products and services; identifying up-sell opportunities for products and services beyond their request; building customer interest in additional products and services offered by the organization; taking intelligent and well-informed risks in the sales process; actively securing the formal order; capturing all order and payment details (e.g., contact information, credit card information); ensuring highest accuracy during the order intake process to minimize errors and rework; contacting customers’ with expired subscriptions to renew; and updating the order systems throughout the sales process in accordance with timing and content standards.
Contributes to customer satisfaction and organizational success by fostering a professional rapport with customers to encourage continued interaction with Wolters Kluwer; balancing work time on incoming calls with completing open tickets; working collaboratively and directly with customers and internal resources to deliver solutions that exceed customer expectations and minimize customer impacts; assisting other teams with clerical duties as time permits (e.g., reception, scanning, filing, mail); assisting inside sales with order issues; providing customer service expertise to special projects (e.g., new systems, upgrades, testing); collecting and passing on information for customer enhancement requests and gaps where current products do not meet client requirements; maintaining an up-to-date understanding of the functionality of internal systems; and providing feedback on the effectiveness and soundness of policies and procedures in the customer service department.
Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry and technical trends, and general business and financial acumen through various sources and initiatives ; communicating with customers in a compelling and articulate manner in both verbal and written conversations and presentations; 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.
Works non-standard hours (evenings) when necessary.
Assists other departments with clerical tasks as time permits.
Performs other dusties as requested by their Manager.
Minimum Experience: 3 years business-to-business customer service or help desk experience, including:
Working with professionals via phone and/or email.
Building rapport with co-workers and customers.
Gathering and analyzing customer data and user requirements.
Integrating information from multiple sources quickly and accurately.
Demonstrated ability to prioritize and manage multiple projects.
Working in a fast paced, changing environment.
Utilizing highly developed communication skills, including both excellent verbal skills and accurate written communication.
Troubleshooting and solving basic interface and technical issues (connectivity, hardware, and software).
Working independently with little direction.
Experience using Microsoft Suite (Word, Excel, Outlook).
5 years business-to-business customer service or help desk experience.
Troubleshooting and solving basic interface and technical issues (connectivity, hardware, and software)
Experience documenting information in a CRM system.
Experience using an order fulfillment system.
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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