Customer Service Technical Associate

Wolters Kluwer•Hagerstown, MD

2d•Hybrid

About The Position

The Technical Customer Service team delivers world-class customer service with a high level of professionalism, diplomacy, and knowledge about Wolters Kluwer products and business practices. 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 Technical Customer Service Representative provides technical and customer pre- and post-sales support across Wolters Kluwer Health applications through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation for online and desktop software. The customer base spans across individuals, medical professionals and students, medical and academic faculty and researchers who interact with customer service. The Technical Customer Service Representative is responsible for utilizing various information systems such as Salesforce CRM, backend support and fulfillment systems, etc., to provide account maintenance, order entry, and customer service via phone, email, and chat for Wolters Kluwer customers.

Requirements

High school diploma, GED, or equivalent required
Previous customer service experience required
Proficiency in Microsoft Office/Office 365 required

Nice To Haves

1+ years of experience within a Call Center role or equivalent (i.e., trade school or other training) preferred
Experience with CRM systems preferred
Excellent communication and organizational skills
Ability to maintain professionalism and high level of service through difficult customer interactions
Ability to multi-task and work in a fast-paced environment

Responsibilities

Assist with account lookup and navigation, as well as product access extensions, adjustments and/or related issues.
Respond to customer inquiries that include order entry, adjustments, subscriptions, and queries related to existing orders from multiple sources.
Managing customer inquiries from onset to resolution using established procedures to solve routine problems
Manage database records to maintain customer accounts, ensuring accurate entry and upkeep of all transactions according to business policies
Manage information flow ensuring that enhancement requests, bugs, and other product issues are communicated.
Use provided systems and procedures to monitor quality control for all customer interactions
Adhere to expected deadlines to ensure minimal backlogs and meet service level
Build brand advocacy and customer loyalty by employing WK values
Able to work extended hour shift
Perform other tasks/duties as assigned.