Onsite Senior Customer Success & Support Specialist

Wolters Kluwer - Financial Services Solutions; Dover (DE); On-site; USD 34,000 - 58,000; 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 Senior Customer Service Representative for onsite work at Dover, DE. The role focuses on resolving non-standard problems, mentoring junior staff, and improving service processes. Expect collaboration with multiple departments and ongoing customer education.

The position requires strong communication, problem-solving, and CRM expertise, with a high school diploma and preferred bachelor’s degree or related experience. Competitive benefits accompany the role.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree and/or 3–5 years’ experience in similar role.
• Strong verbal and written communication skills.
• Ability to address and resolve more complex issues.
• Strong ability to interpret and act on customer data.
• In-depth knowledge of company products/services.
• Proficient and effective use of CRM systems.
• Strong focus on representing customer needs within the company.
• Team-oriented with cross-department collaboration.
• Willingness to learn about industry knowledge.

Responsibilities

• Manage complex customer inquiries and provide in-depth solutions.
• Conduct advanced troubleshooting and resolution.
• Assist in refining customer service processes and procedures.
• Provide mentorship and support to junior associates.
• Handle escalated customer issues and ensure proper resolution.
• Perform detailed analysis of customer feedback and recommend improvements.
• Oversee and ensure accuracy in customer documentation.
• Prepare and deliver reports on customer service metrics.
• Participate in cross-functional projects to enhance customer service.
• Maintain up-to-date knowledge of industry trends and company products.

Skills

Advanced Communication

Specialized Problem-Solving

Analytical Skills

CRM Management

Customer Advocacy

Cross-Functional Collaboration

Customer Education

Team Collaboration

Product Knowledge

Industry Knowledge

Education

High school diploma or equivalent

Bachelor’s degree or 3–5 years experience

Tools

CRM Software

Job description

Wolters Kluwer is seeking a Senior Customer Service Representative for onsite work at Dover, DE. The role focuses on resolving non-standard problems, mentoring junior staff, and improving service processes. Expect collaboration with multiple departments and ongoing customer education.

The position requires strong communication, problem-solving, and CRM expertise, with a high school diploma and preferred bachelor’s degree or related experience. Competitive benefits accompany the role.