Customer Service Operations Associate

Wolters Kluwer • Kennesaw, GA

21h

About The Position

As a Senior Customer Service Operations Associate, your role involves evaluating and addressing non-standard operational challenges. You will implement improvements, maintain operational standards, and ensure the smooth operation of customer service activities. Your expertise will support the team's efficiency and enhance overall customer satisfaction through refined process execution.

Requirements

• Advanced Analytical Skills: Ability to interpret complex data and derive insights.
• Operational Knowledge: In-depth understanding of customer service operations.
• Problem-Solving: Enhanced capabilities for resolving complex issues.
• Process Improvement: Expertise in identifying and implementing process improvements.
• Reporting Tools: Familiarity with advanced reporting tools and software.
• Customer Focus: Strong customer service orientation.
• Mentorship Skills: Ability to guide junior associates.
• Multitasking: Proficient in managing various responsibilities concurrently.

Responsibilities

• Conduct more complex data evaluations to guide decisions.
• Address and resolve non-standard operational concerns.
• Develop and implement standard operating procedures.
• Handle escalated customer concerns professionally.
• Monitor and report on team performance metrics.
• Oversee the allocation and utilization of resources.
• Ensure high standards of service through quality assessments.
• Develop strategies for improving service processes.
• Provide guidance to junior associates.
• Support projects aiming at process enhancements.

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed