Hybrid CSR: Elevate Customer Experience

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

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.