Customer Service Technical Associate

wk; Hagerstown (MD); Hybrid; USD 30,000 - 50,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Plans

401(k)

Vacation and Sick Time

Paid Parental Leave

Job summary

Wolters Kluwer is seeking a Technical Customer Service team member in a hybrid role, requiring up to 8 days per month in the Hagerstown, MD office. The role emphasizes professionalism, product knowledge, and delivering exceptional service to customers.

You will handle account lookups, order inquiries, CRM-driven case management, and interface with multiple systems to resolve issues. The position offers comprehensive benefits and a compensation range reflecting US market rates.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to stay organized and multitask in a fast-paced environment.
• Professional demeanor and commitment to customer satisfaction.

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.

Skills

Excellent communication

Organizational skills

Multi-tasking

Professionalism

Education

High school diploma / GED

Tools

CRM systems

Microsoft 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

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

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. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Additional Information

• 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.