Customer Service Representative: Society Account Manager

Wolters Kluwer•Hagerstown, MD

8d•Onsite

About The Position

The Society Account Manager delivers world-class customer service with a high level of professionalism, diplomacy, and knowledge about society partners and their journals. Our values propel us to put the customer at the center of everything we do, honor our commitment to continuous improvement and innovation, aim high and deliver the right results, and, most importantly, win as a team. The Society Account Manager manages the relationship between Wolters Kluwer and the society for membership/subscriber services and is the most highly visible person regarding fulfilling the membership benefits. The Society Account Manager serves as the primary source of communication with the society regarding membership lists and other membership attributes. Communication between the society and the Society Account Manager requires the utmost tact, diplomacy, and professionalism and is guided by the Publisher, who helps provide a unified message. Society Account Manager communication is proactive and definitive for anticipating the needs of the society and their members. The Publisher and the Society Account Manager work together on Membership/subscriber changes or problems and communicate these changes to the Society and the Product Line Teams. The Society Account Manager is familiar with and complies with any service-level agreements defined between Wolters Kluwer and the society. The Society Account Manager can do so with the support of a team comprised of society member care representatives and a data control analyst (as well as members outside of the Society Services, such as publishers, circulation coordinators, marketing, etc.).

Requirements

High school diploma, GED, or equivalent required
1+ years experience with one or more of the following: customer service, membership management, list management, or invoicing
Strong organization, prioritization, and communication skills
Ability to problem-solve and follow through to resolution
Strong interpersonal, written, and verbal communication skills, including articulating to management, society leaders, society members, and others
Ability to maintain professionalism and a high level of service through complex customer interactions
Ability to multitask and prioritize/change direction as needed
Well organized and able to prioritize within a fast-paced team environment
Patient and helpful to customers as well as internal key stakeholders under pressure

Nice To Haves

Advanced knowledge of Microsoft Office/Office 365 tools beneficial
Experience with CRM system such as Salesforce Service Cloud beneficial

Responsibilities

Liaise with Society Member Care for requesting various membership/subscriber benefits or serving as issue escalation path when member trend has been identified
Oversee society billing for assigned accounts, including maintaining billing schedules, preparing society billing based on individual contract terms, and working with Accounts Receivable to collect on past due invoices
Document and share rules of engagement with publishing and society partners with annual attribute letter that spells out our services and rules that we will follow with list management and invoicing
Communicate to Publishers any issues, updates, or status changes of society membership
Liaise with Periodical Operations to coordinate the society membership list schedule with the production schedule
Liaise with Data Control team for various data needs, such as list comparisons, list uploads, identifying data anomalies, and confirming member counts for invoicing purposes