Customer Service Specialist, Accounts & Billing

Wolters Kluwer; Columbus (OH); On-site; USD 49,000 - 84,000; Full time

Benefits offered by this job

Medical, Dental, Vision Plans

401(k)

Tuition Assistance Plan

Paid Parental Leave

Job summary

Wolters Kluwer is seeking a Customer Service Specialist in Columbus, OH to support accounts and billing with growing independence. You will handle a variety of customer needs, assist with processes and projects, and contribute to customer satisfaction.

You will address complex inquiries, update CRM records, and collaborate with other departments to resolve issues while mentoring teammates and supporting process improvements.

Qualifications

• Ability to handle a broad range of customer inquiries with professionalism.
• Experience using CRM systems to update customer records and histories.
• Strong time management and ability to prioritize multiple tasks.
• Willingness to participate in training and mentoring of teammates.

Responsibilities

• Address more complex customer inquiries and complaints.
• Assist with onboarding and training new customer service representatives.
• Update customer accounts and profiles in the CRM system.
• Coordinate with other departments to resolve customer issues.
• Manage follow-up communications to ensure customer issues are resolved.
• Compile common customer issues and report to management.
• Provide product and service recommendations to customers.
• Support special projects aimed at improving customer service processes.
• Engage in peer mentoring and knowledge sharing.
• Escalate unresolved issues to higher levels when necessary.

Skills

Advanced Customer Interaction

Intermediate Problem-Solving

CRM Proficiency

Time Management

Interdepartmental Collaboration

Training Contribution

Analytical Skills

Customer Recommendation Ability

Job description

As a Customer Service Specialist in Accounts & Billing, you'll handle a variety of customer service tasks with growing independence. You will support our team by assisting with processes and projects, improving your skills in handling a range of customer needs. This role builds on entry-level experience, providing more autonomy while contributing to customer satisfaction.

Responsibilities

• Address more complex customer inquiries and complaints.
• Assist with onboarding and training new customer service representatives.
• Update customer accounts and profiles in the CRM system.
• Coordinate with other departments to resolve customer issues.
• Manage follow-up communications to ensure customer issues are resolved.
• Compile common customer issues and report to management.
• Provide product and service recommendations to customers.
• Support special projects aimed at improving customer service processes.
• Engage in peer mentoring and knowledge sharing.
• Escalate unresolved issues to higher levels when necessary.

Skills

• Advanced Customer Interaction: Comfortable handling a broader range of customer inquiries.
• Intermediate Problem-Solving: Address more complex customer issues effectively.
• CRM Proficiency: Proficient in navigating and using Customer Relationship Management systems.
• Time Management: Efficiently juggle multiple tasks and prioritize effectively.
• Interdepartmental Collaboration: Coordinate efforts with other departments to resolve issues.
• Training Contribution: Participate in training and mentoring of new team members.
• Analytical Skills: Basic analysis of common customer issues and feedback.
• Customer Recommendation Ability: Offer tailored product/service suggestions based on customer needs.

Compensation

$48,900.00 - $83,750.00 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.