Customer Service Representative (8:30-5p) – Hybrid (WI-Madison) R0059769

Wolters Kluwer; Madison (WI); Hybrid; USD 29,000 - 49,000; Full time

Benefits offered by this job

Medical plans

Dental plans

Vision plans

401(k)

FSA/HSA

Commuter Benefits

Tuition Assistance

Vacation and Sick Time

Paid Parental Leave

Job summary

Wolters Kluwer in Madison, WI is seeking a Customer Service Representative to support customers and handle complex inquiries in a hybrid role. You will respond to inquiries, verify orders, assist with account changes, and train new staff as needed.

The role emphasizes strong communication, CRM proficiency, problem solving, and collaboration within a team led by the Customer Service Manager and VP. Training is onsite part of the schedule with remote flexibility.

Qualifications

• Enhanced Communication: Ability to convey information clearly and professionally.
• Customer Relationship Management: Demonstrates ability to build rapport with customers.
• Intermediate Problem-Solving: Can handle moderately complex issues effectively.
• Organizational Skills: Manages time and tasks efficiently.
• Advanced Product Knowledge: Good understanding of multiple product/service features.
• Software Proficiency: Familiarity with CRM tools and databases.
• QA Understanding: Knowledge of quality assurance standards.
• Mentoring: Ability to assist and train new team members.

Responsibilities

• Respond to a wider range of customer inquiries.
• Resolve moderately complex customer issues and complaints.
• Process and verify customer orders and billing information.
• Assist with account upgrades and changes.
• Provide detailed product and service information.
• Document and elevate unresolved issues as needed.
• Participate in the training of new hires.
• Update and maintain customer records.
• Conduct follow-ups to ensure customer satisfaction.
• Adhere to compliance and quality standards.

Tools

CRM tools

Job description

Customer Service Representative (8:30-5p) – Hybrid (WI-Madison) R0059769 | FCC | CLC - Business Filings | Wolters Kluwer

About the Role

As a Customer Service Representative, you will play a crucial role in supporting our customers and enhancing their experience. You will handle various operational tasks and assist customers with more complex inquiries. This position offers an opportunity to further develop your skills in a dynamic and collaborative environment.

Hybrid: Eight days a month, we come together in the closest office (WI-Madison) within 50 miles to experience the value of connecting with colleagues. You will report to the Customer Service, Manager and work under the leadership of the Vice President II, General Management. This role is a part of FCC | CLC - Business Filings | Wolters Kluwer. Please view the site office location directory for office USA-WI-Madison-Junction Rd.

Shift Hours

Shift Hours: 8:30am-5pm CT | Required every Tuesday and Wednesday Onsite | (Training Schedule 9:30 to 5:30pm CT)

Division/BU About Us

BizFilings https://www.wolterskluwer.com/en/solutions/bizfilings/about-us | Link | https://www.wolterskluwer.com/en/about-us/organization | https://www.linkedin.com/company/wolters-kluwer/

Must be legally authorized to work in the United States without employer sponsorship, now or in the future.

Required Job Qualifications (CSR Responsibilities/Role 1yr+ Min)

• Enhanced Communication: Ability to convey information clearly and professionally.
• Customer Relationship Management: Demonstrates ability to build rapport with customers.
• Intermediate Problem-Solving: Can handle moderately complex issues effectively.
• Organizational Skills: Manages time and tasks efficiently.
• Advanced Product Knowledge: Good understanding of multiple product/service features.
• Software Proficiency: Familiarity with CRM tools and databases.
• QA Understanding: Knowledge of quality assurance standards.
• Mentoring: Ability to assist and train new team members.

Responsibilities

• Respond to a wider range of customer inquiries.
• Resolve moderately complex customer issues and complaints.
• Process and verify customer orders and billing information.
• Assist with account upgrades and changes.
• Provide detailed product and service information.
• Document and elevate unresolved issues as needed.
• Participate in the training of new hires.
• Update and maintain customer records.
• Conduct follow-ups to ensure customer satisfaction.
• Adhere to compliance and quality standards.

Additional Information

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. https://www.wolterskluwerbenefitsguide.com/welcome/

Company Overview

Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make important decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and requirements. The job description provided is subject to revision and modification at any time.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation

$29,200.00 - $48,900.00 USD

This role is eligible for Bonus.

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Additional Information

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.