Customer Service Technical Associate

Wolters Kluwer N.V.; Hagerstown (MD); On-site; USD 30,000 - 50,000; Full time

Benefits offered by this job

Medical

Dental

Vision Plans

401(k)

FSA/HSA

Commuter Benefits

Tuition Assistance Plan

Vacation and Sick Time

Paid Parental Leave

Job summary

Wolters Kluwer is seeking a Technical Customer Service professional in the Hagerstown area for a hybrid role (8 days per month in-office). You will assist with account lookups, process order entries, and resolve inquiries from multiple sources while maintaining customer satisfaction.

Ideal candidates have 1+ year of call center experience, proficiency in Microsoft Office, and familiarity with CRM systems, with a strong focus on accuracy and timely problem-solving.

Qualifications

• High school diploma, GED, or equivalent required.
• 1+ years of experience within a Call Center role or equivalent preferred.
• Experience with CRM systems preferred.

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.
• Manage 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.
• Communicate enhancement requests, bugs, and other product issues to the appropriate teams.
• Use systems to monitor quality control for all customer interactions and meet service levels.
• Meet deadlines to minimize backlogs and maintain service levels.
• Build brand advocacy and customer loyalty by applying WK values.
• Able to work extended hour shifts.
• Perform other tasks/duties as assigned.

Skills

Communication

Organizational skills

Education

High school diploma / GED

Tools

Microsoft Office/Office 365

Job description

LOCATION

Hybrid – 8 days per month in the Hagerstown MD office

OVERVIEW

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

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.

QUALIFICATIONS

• Education: High school diploma, GED, or equivalent required
• Experience: Previous customer service experience required
• Proficiency in Microsoft Office/Office 365 required
• 1+ years of experience within a Call Center role or equivalent (i.e., trade school or other training) preferred
• Experience with CRM systems preferred
• Other Knowledge.

Skills, & Abilities:

• 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

TRAVEL

Minimal #LI-Hybrid

COMPENSATION

Compensation: $29,700.00 - $49,650.00 USD 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.

BENEFITS

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
• Paid Parental Leave

Full details of our benefits are available upon request. If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes.

As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

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