Senior Customer Experience Specialist - Onsite Dover

Wolters Kluwer; Dover, Northern (DE, KY); Híbrido; USD 34 000 - 58 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical, Dental & Vision plans

401(k)

FSA/HSA

Commuter Benefits

Tuition Assistance Plan

Vacation and Sick Time

Paid Parental Leave

Resumo da oferta

Wolters Kluwer is seeking a Senior Customer Service Representative to provide expert support onsite at our Dover, DE location. You will handle complex inquiries, perform advanced troubleshooting, mentor junior staff, and drive process improvements while keeping a sharp focus on customer satisfaction and data analysis.

The role requires a high school diploma (Bachelor’s preferred) and strong communication, problem-solving, and CRM skills.

Qualificações

• Educational Experience: High school diploma or equivalent required.
• Preferred Education: Bachelor’s degree and/or 3-5 years’ experience in serving in similar role.

Responsabilidades

• Manage complex customer inquiries and provide in-depth solutions.
• Conduct advanced troubleshooting and problem 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.

Conhecimentos

Communication

Problem-Solving

Analytical Skills

Technical Proficiency

CRM Management

Customer Advocacy

Cross-Functional Collaboration

Customer Education

Team Collaboration

Industry Knowledge

Formação académica

High school diploma

Bachelor’s degree

Ferramentas

CRM software

Descrição da oferta de emprego

Wolters Kluwer is seeking a Senior Customer Service Representative to provide expert support onsite at our Dover, DE location. You will handle complex inquiries, perform advanced troubleshooting, mentor junior staff, and drive process improvements while keeping a sharp focus on customer satisfaction and data analysis.

The role requires a high school diploma (Bachelor’s preferred) and strong communication, problem-solving, and CRM skills.