Customer Care Advisor (Intellectual Property)

Clarivate•Alexandria, VA

8d•$44,000 - $55,000•Hybrid

About The Position

Clarivate is seeking a Customer Care Advisor to join its Intellectual Property team. The role provides customer service and support to internal and external customers, serving as an initial point of contact for inquiries, common issues, and problems related to Clarivate products and services. Advisors assist customers through phone, email, and chat in a prompt, professional, and friendly manner. The advisor uses customer relationship management (CRM) and/or IT service management (ITSM) systems to respond to inquiries, resolve requests, document interactions, maintain response quality and turnaround times, and follow established processes. The role also involves prioritizing and escalating sensitive issues, identifying customers at risk, investigating straightforward issues and enhancement requests, sharing customer feedback, collaborating with internal stakeholders, and supporting mentorship and team workloads as needed. The Customer Care Team has more than 40 individuals in the US and Belgrade, including Service Account Managers, Senior Customer Care Advisors, and Customer Care Advisors. The team focuses on service excellence for Clarivate's Patent Renewal Customers. This is a full-time, permanent hybrid role requiring work in the Alexandria, Virginia office 2–3 days per week.

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 follow-through.
Strong interpersonal skills and 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, including face-to-face and phone communication, and problem-solving skills.
Ability to work through customer conflict and provide resolutions 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 a first point of contact and respond to customer inquiries verbally and in writing through phone, email, and chat, using CRM and/or ITSM systems and following applicable processes and best practices.
Resolve customer inquiries and requests about products and services professionally, accurately, courteously, and promptly.
Document detailed customer interactions and meet required turnaround times and response-quality standards.
Prioritize and resolve issues, handle sensitive customer situations, and escalate complaints or 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.
Participate in internal mentorship programs when needed to help develop staff and support consistent service quality.
Assist team members with additional workloads when business or customer needs require it.
Identify customers at risk and raise concerns with the relevant internal stakeholders according to the appropriate process.
Investigate, report, and document straightforward customer issues and enhancement requests, keeping internal and external stakeholders updated as appropriate.
Demonstrate Clarivate's company values.
Represent the voice of the customer by reporting feedback that contributes to organizational learning and coordinated best practices.