Customer Care Advisor (Intellectual Property)

Clarivate•Alexandria, VA

4d•$44,000 - $55,000•Hybrid

About The Position

We are looking for a Customer Care Advisor to join our Intellectual Property team at Clarivate. In this role, you will be responsible for providing exceptional customer service and support to internal and external customers. As the initial point of contact, you will address customer queries, troubleshoot common issues, and assist customers in resolving problems related to Clarivate's products or services. Customer Care Advisors work across various communication channels, such as phone, email, and chat to assist customers in a prompt, professional, and friendly manner. Our Customer Care Team consists of 40+ individuals in the US and Belgrade. The team is made up of Service Account Managers, Senior Customer Care Advisors and Customer Care Advisors. We are a collaborative; dedicated team focused on providing the highest standard of service excellence for Clarivate's Patent Renewal Customers.

Requirements

Bachelor's degree or equivalent relevant work experience in customer care/service
1+ years of experience working in a customer support related role
1+ years of experience using Microsoft Office Suite, particularly Outlook, Word and Excel

Nice To Haves

Proven customer service skills including acting with urgency, being proactive, thinking like a customer, following up and following through
Strong interpersonal skills engaging with individuals at all levels
Exceptional language skills including a clear, crisp, easily understood, direct but pleasant communication
Excellent written and verbal (face-to-face and phone) communication and problem-solving skills
Ability to work through customer conflict and provide resolution using provided guidelines and judgement
Flexible and adaptable to accommodate customer and business needs
Ability to establish priorities, manage work independently, and meet deadlines
Experience training and mentoring others

Responsibilities

Acts as a first point of contact and provides verbal and written response to customer inquiries via multiple communication channels (phone, email, chat) utilizing the Customer Relationship Management (CRM) and/or IT Service Management (ITSM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures and best practices
Resolve customer inquiries and requests related to products and services in a professional, accurate, courteous and timely manner using various communication channels (phone, email, chat)
Maintain and document detailed customer interactions as well as ensure appropriate turnaround times and response quality to meet customer agreements
Prioritize and resolve issues while handling sensitive situations with customers and escalating complaints and sensitive topics to a manager, next tier of service and/or relevant department
Display a team-oriented and positive attitude both within the Customer Care department and when communicating and collaborating with different stakeholders to foster internal relationships with relevant departments
Participates in internal mentorship programs when needed, to assist in developing confident and motivated staff and ensure customers receive a consistently high-quality service
Assist team members with additional workloads as deemed necessary by business/customer needs
Identify when a customer is at risk and follow the adequate process by raising it to the relevant internal stakeholders
Investigate, report and document straightforward customer issues and/or enhancement requests and ensure that both internal and external stakeholders are updated as appropriate
Demonstrate Clarivate’s company values at all times
Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization