Senior Customer Service Lead – Onsite Dover

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 an onsite role in Dover, DE. You will provide advanced support, troubleshoot non-standard issues, and mentor junior staff.

The position requires a high school diploma (Bachelor’s preferred) and 3–5 years in a similar role, with strong CRM proficiency and cross-functional collaboration. Shifts include 11am–8pm or 8am–5pm, and US work authorization is required.

Qualifications

• Educational Experience: High school diploma or equivalent required.
• Preferred Education: Bachelor’s degree and/or 3-5 years’ experience in serving in similar role.
• Advanced Communication: High-level verbal and written communication skills.
• Specialized Problem-Solving: Ability to address and resolve more complex issues.
• Advanced Analytical Skills: Strong ability to interpret and act on customer data.
• Deep Technical Proficiency: In-depth knowledge of company products/services.
• Advanced CRM Management: Proficient and effective use of CRM systems.
• Customer Advocacy: Strong focus on representing customer needs within the company.
• Cross-Functional Collaboration: Effective teamwork across different departments.
• Customer Education: Expert in providing in-depth training sessions to customers.
• Team Collaboration: Ability to work well with others in a team environment whether remote, hybrid, or in office.
• Industry Knowledge: Extensive knowledge of the corporate services and/or willingness to learn.

Responsibilities

• 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.

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

3-5 years experience in similar role

Tools

CRM systems

Job description

Wolters Kluwer is seeking a Senior Customer Service Representative for an onsite role in Dover, DE. You will provide advanced support, troubleshoot non-standard issues, and mentor junior staff.

The position requires a high school diploma (Bachelor’s preferred) and 3–5 years in a similar role, with strong CRM proficiency and cross-functional collaboration. Shifts include 11am–8pm or 8am–5pm, and US work authorization is required.