Customer Care Advisor (Intellectual Property)

Clarivate•Alexandria, VA

8d•$44,000 - $55,000•Hybrid

About The Position

Clarivate is hiring a Customer Care Advisor for its Intellectual Property team. The role provides customer service and support to internal and external customers, serving as an initial point of contact for queries, common issues, and problems involving Clarivate products or services. Advisors assist customers through phone, email, and chat in a prompt, professional, and friendly manner. The position handles customer inquiries and requests, documents interactions, prioritizes and resolves issues, escalates complaints and sensitive topics, and coordinates with internal stakeholders. It also contributes customer feedback to organizational learning and may participate in mentorship activities to support staff development. This is a full-time, permanent hybrid role requiring work 2–3 days per week in Clarivate’s Alexandria, Virginia office. The expected base salary is $44,000–$55,000 USD per year, and the role is eligible for annual bonus earnings. Pay is based on experience, education, skills, ability, expertise, and other relevant factors.

Requirements

Bachelor’s degree or equivalent relevant work experience in customer care or service.
At least 1 year of experience in a customer-support-related role.
At least 1 year of experience using Microsoft Office Suite, particularly Outlook, Word, and Excel.

Nice To Haves

Proven customer service skills, including urgency, proactivity, customer-focused thinking, and reliable follow-up and follow-through.
Strong interpersonal skills and the ability to engage with individuals at all levels.
Exceptional language skills and clear, crisp, easily understood, direct, and pleasant communication.
Excellent written and verbal communication skills, including face-to-face and phone communication, and problem-solving skills.
Ability to manage customer conflict and provide resolution using guidelines and judgment.
Flexibility and adaptability to accommodate customer and business needs.
Ability to establish priorities, work independently, and meet deadlines.
Experience training and mentoring others.

Responsibilities

Serve as the first point of contact and respond verbally and in writing to customer inquiries through phone, email, and chat, using CRM and/or ITSM systems and following applicable processes, procedures, and best practices.
Resolve customer inquiries and requests about products and services professionally, accurately, courteously, and promptly across communication channels.
Maintain detailed documentation of customer interactions and meet customer-agreement turnaround times and response-quality expectations.
Prioritize and resolve issues; escalate complaints and sensitive topics to a manager, the next service tier, or the relevant department.
Collaborate with the Customer Care department and other stakeholders to foster internal relationships and maintain a positive, team-oriented approach.
Participate in internal mentorship programs when needed to help develop staff and support consistent service quality.
Assist team members with additional workloads as required by business or customer needs.
Identify at-risk customers and follow the appropriate process to notify relevant internal stakeholders.
Investigate, report, and document straightforward customer issues and enhancement requests, and update internal and external stakeholders as appropriate.
Demonstrate Clarivate’s company values.
Represent the voice of the customer and report customer feedback to support organizational learning and coordinated best practices.