Hybrid CSR: Elevate Customer Care & Training

Wolters Kluwer N.V.; Madison (WI); Hybrid; USD 29,000 - 49,000; 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 Customer Service Representative to support customers and handle inquiries, with hybrid work in Wisconsin. You will report to the Customer Service Manager and work under the Vice President II, General Management, with onsite Tuesdays and Wednesdays.

This role emphasizes clear communication, relationship building, and resolving moderately complex issues. Responsibilities include processing orders, assisting with billing, providing product details, and maintaining

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.

Skills

Enhanced Communication

Customer Relationship Management

Intermediate Problem-Solving

Organizational Skills

Advanced Product Knowledge

Software Proficiency

QA Understanding

Mentoring

Tools

CRM tools

Databases

Job description

Wolters Kluwer is seeking a Customer Service Representative to support customers and handle inquiries, with hybrid work in Wisconsin. You will report to the Customer Service Manager and work under the Vice President II, General Management, with onsite Tuesdays and Wednesdays.

This role emphasizes clear communication, relationship building, and resolving moderately complex issues. Responsibilities include processing orders, assisting with billing, providing product details, and maintaining