Senior Customer Experience Specialist (Onsite)

Wolters Kluwer - Financial Services Solutions; Dover, Northern (DE, KY); Hybrid; USD 34,000 - 58,000; Full time

Benefits offered by this job

Medical, Dental, Vision Plans

401(k)

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 838 Walker Road, Dover, DE 19904. The role requires handling complex inquiries, performing advanced troubleshooting, and mentoring junior staff. Strong communication, CRM proficiency, and cross-functional collaboration are essential.

Shift coverage includes two 9-hour blocks (11am–8pm and 8am–5pm). A high school diploma is required; a Bachelor’s degree and 3–5 years’ experience are preferred.

Qualifications

• High school diploma or equivalent is required; a bachelor's degree is preferred.
• 3–5 years of experience in a similar customer service role are desirable.
• Strong written and verbal communication skills at a high level.

Responsibilities

• Handle complex customer inquiries with in-depth solutions.
• Perform advanced troubleshooting and issue resolution.
• Mentor junior associates and support process improvements.
• Prepare reports on customer service metrics.
• Collaborate across departments to ensure customer needs are met.

Skills

Advanced communication

Problem solving

Analytical skills

Technical proficiency

CRM management

Customer advocacy

Cross-functional collaboration

Customer education

Team collaboration

Industry knowledge

Education

High school diploma or equivalent

Bachelor’s degree (preferred)

3–5 years’ experience in a similar role (preferred)

Tools

CRM systems

Job description

Wolters Kluwer is seeking a Senior Customer Service Representative for onsite work at 838 Walker Road, Dover, DE 19904. The role requires handling complex inquiries, performing advanced troubleshooting, and mentoring junior staff. Strong communication, CRM proficiency, and cross-functional collaboration are essential.

Shift coverage includes two 9-hour blocks (11am–8pm and 8am–5pm). A high school diploma is required; a Bachelor’s degree and 3–5 years’ experience are preferred.