Customer Service Technical Associate

Wolters Kluwer•Hagerstown, MD

23h•$29,700 - $49,650•Hybrid

About The Position

The Technical Customer Service team provides professional, knowledgeable support for Wolters Kluwer products and business practices, with a focus on customer service, continuous improvement, innovation, and teamwork. The Technical Customer Service Representative provides technical and customer pre- and post-sales support across Wolters Kluwer Health applications. Through analysis and problem solving, the role facilitates installation, implementation, maintenance, education, and documentation for online and desktop software. Customers include individuals, medical professionals and students, and medical and academic faculty and researchers. The role uses information systems such as Salesforce CRM and backend support and fulfillment systems to provide account maintenance, order entry, and customer service by phone, email, and chat. It is hybrid, with eight days per month in the Hagerstown, Maryland office. The stated working hours are 11:00 a.m. to 7:30 p.m. Travel is minimal.

Requirements

High school diploma, GED, or equivalent.
Previous customer service experience.
Proficiency in Microsoft Office/Office 365.
Excellent communication and organizational skills.
Ability to maintain professionalism and a high level of service during difficult customer interactions.
Ability to multitask and work in a fast-paced environment.

Nice To Haves

At least one year of experience in a call center role or equivalent, such as trade school or other training.
Experience with CRM systems.

Responsibilities

Assist customers with account lookup and navigation, product-access extensions, adjustments, and related issues.
Respond to inquiries about order entry, adjustments, subscriptions, and existing orders from multiple sources.
Manage customer inquiries from initial contact through resolution, using established procedures to solve routine problems.
Maintain customer account database records and accurately enter and update transactions in accordance with business policies.
Ensure enhancement requests, bugs, and other product issues are communicated through the appropriate information flow.
Use provided systems and procedures to monitor quality control for customer interactions.
Meet deadlines to minimize backlogs and meet service-level expectations.
Build brand advocacy and customer loyalty by applying Wolters Kluwer values.
Work an extended-hour shift.
Perform other assigned tasks and duties.