Sr. Customer Service Specialist

Thomson Reuters Corporation•Richmond, VA

40d

About The Position

The Customer Service Representative resolves issues utilizing complex information systems, displays excellent problem solving skills and shows high level of individual discretion to ensure customer satisfaction and Thomson Reuters Legal division's success. About the Role Provides timely, accurate and value-adding customer service to clients through voice and non-voice channels. Accountable for meeting and maintaining standards for quality and productivity for all transactions as determined by area audit processes, including but not limited to: Availability, Quality, and Adherence Ensures each customer contact is handled in a manner consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention. Uses analysis along with policies and procedures to resolve customer issues. Assists with department projects as needed. Performs other related duties as identified or assigned.

Requirements

Customer service experience required, preferably in a call center environment.
Professional attitude and strong service orientation.
Effective analytical and decision-making skills.
Excellent verbal and written communication skills required with the ability to interact professionally with internal and external customers.
High motivation required with the ability to meet scheduled deadlines in a fast-paced, service-driven environment.
Strong organizational, problem solving, and time management skills Working knowledge of computer systems, including but not limited to Microsoft Office products.
Education - High school diploma required.

Nice To Haves

Bachelor's degree preferred.

Responsibilities

Provides timely, accurate and value-adding customer service to clients through voice and non-voice channels.
Accountable for meeting and maintaining standards for quality and productivity for all transactions as determined by area audit processes, including but not limited to: Availability, Quality, and Adherence
Ensures each customer contact is handled in a manner consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention.
Uses analysis along with policies and procedures to resolve customer issues.
Assists with department projects as needed.
Performs other related duties as identified or assigned.

Benefits

Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact:â We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave.
optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

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