Senior Customer Service Representative – Onsite (Dover, DE)  R0060189

Wolters Kluwer • Dover, DE

1d • $34,000 - $57,500 • Onsite

About The Position

As a Senior Customer Service Representative, you will leverage your specialized skills to provide comprehensive support and resolve non-standard operational problems. You will act as a resourceful team member, contributing significantly to customer satisfaction and operational efficiency.

Requirements

• High school diploma or equivalent required.
• Advanced Communication: High-level verbal and written communication skills.
• Specialized Problem-Solving: Ability to address and resolve more complex issues.
• Advanced Analytical Skills: Strong ability to interpret and act on customer data.
• Deep Technical Proficiency: In-depth knowledge of company products/services.
• Advanced CRM Management: Proficient and effective use of CRM systems.
• Customer Advocacy: Strong focus on representing customer needs within the company.
• Cross-Functional Collaboration: Effective teamwork across different departments.
• Customer Education: Expert in providing in-depth training sessions to customers.
• Team Collaboration: Ability to work well with others in a team environment whether remote, hybrid, or in office.
• Industry Knowledge: Extensive knowledge of the corporate services and/or willingness to learn.
• Must be legally authorized to work in the United States without employer sponsorship, now or in the future.

Nice To Haves

• Bachelor’s degree
• 3-5 years’ experience in serving in similar role.

Responsibilities

• Manage complex customer inquiries and provide in-depth solutions.
• Conduct advanced troubleshooting and problem resolution.
• Assist in refining customer service processes and procedures.
• Provide mentorship and support to junior associates.
• Handle escalated customer issues and ensure proper resolution.
• Perform detailed analysis of customer feedback and recommend improvements.
• Oversee and ensure accuracy in customer documentation.
• Prepare and deliver reports on customer service metrics.
• Participate in cross-functional projects to enhance customer service.
• Maintain up-to-date knowledge of industry trends and company products.

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: Senior
• Education Level: High school or GED