Senior Customer Service Representative (Corporate, Senior Registered Agent Services)

Wolters Kluwer; Sacramento (CA); On-site; USD 65,000 - 85,000; Full time

Job summary

Wolters Kluwer in Sacramento, CA seeks a Senior Customer Service Representative for Corporate, Sr. Registered Agent Services. You will address complex onboarding and client inquiries, ensuring value from our products and services while maintaining strong relationships.

Reporting to the Manager, Customer Service, you will collaborate across departments to resolve issues, manage filings, and educate clients on registered agent offerings and related services.

Qualifications

• 3–5 years of experience in corporate services or registered agent industry.
• Strong organizational and time-management skills.
• Excellent written and verbal communication.
• Ability to educate and train customers.
• Experience handling high-profile client onboarding.

Responsibilities

• Manage complex onboarding processes for large or high-profile customers.
• Respond to client, affiliate, and vendor inquiries via phone and email.
• Oversee order-to-cash processes including invoicing and follow-up.
• Prepare and file corporate documents and registrations.
• Serve as main point of contact for high-priority customers.

Skills

Customer service excellence

Complex problem solving

Effective communication

Cross-functional collaboration

CRM management

Education

Bachelor's degree or higher in related field

Tools

CRM systems

Microsoft Office

Job description

• As a Senior Customer Service Representative (Corporate, Sr. Registered Agent Services), you will leverage specialized skills to address non-standard operational and administrative problems. You will be essential in cultivating in-depth customer relationships and ensuring customers derive maximum value from our products and services
• You will work directly with other team members or teams within the department to successfully complete all project requests in a timely, accurate and efficient manner
• You will be an information and targeted training resource for others. You will have heavy direct client interactions via written and verbal communication methods. To be successful in this role the Senior Corporate Specialist must have excellent organizational and time-management skills, pay meticulous attention to detail, be adaptable, and uphold professional levels of customer service and communication
• You will report to the Manager, Customer Service. This role is a part of FCC | CLC - Registered Agent Solutions Inc. – Wolters Kluwer
• Shift Hours: Shift One (9a-6p CST) and Shift Two (8:30a-5:30p CST)
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Provide direct support to and collaboration with other RASi corporate team members or across departments
• Responsible for effectively communicating with clients regarding corporate services
• Manage complex onboarding processes for large or high-profile customers
• Respond and resolve incoming client, affiliate, and vendor/correspondent requests, queries, issues and concerns via phone and email
• Efficiently manage the entire order process from initial client inquiry through processing, invoicing and follow up
• Responsible for corporate filings including, but not limited to the preparation, review and filing of: articles of incorporation/organization, amendments, DBA/assumed business names, newspaper publications, annual reports, mergers and conversions, withdrawals and dissolutions, pre-clearance documents, tax clearance requests, and reinstatements/revivals
• Responsible for obtaining certificates of status from both the Secretary of State and Department of Revenue, conducting name availability and status searches, producing verbal bring-down reports, filing/tracking name reservations and registrations, as well as obtaining copies of miscellaneous public record documents
• Process apostilles and document authentications and legalizations
• Act as the main point of contact for high-priority customers
• Address non-standard customer inquiries and troubleshoot specialized issues
• Analyze customer renewal and upselling opportunities that may require closely working with sales and product teams to enhance customer experience
• Responsible for reviewing deliverables and invoices prior to sending to clients
• Assist with initial client account set up and maintenance
• Educate and promote additional services such as Registered Agent Services, transactional services, Federal Employer Identification Number (FEIN) services, corporate kits and supplies, business license renewals, and annual report services (ARS)
• Assist clients with queries regarding online accounts, tools, and services that may include specialized training sessions tailored to customer needs
• Create and maintain filing fees/requirements reference charts
• Assist with answering phone calls and routing to the appropriate department
• Any other duties of similar or lesser nature as required
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions
• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle or feel objects, type and use mouse; reach with hands and arms; and talk and/or hear. The employee is required to sit for extended periods of time
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions
• While performing the duties of this job, the employee regularly works in an office environment in a clerical environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to the job at any time with or without notice

This role is perfect for those with a proven track record within the corporate and registered agent industryAn added benefit is 50 state knowledge for filing 50 state mergers, conversions, re-domestications, withdrawals, tax clearances, and address changesFluent knowledge of various corporate document retrievals that include plain/certified copies, good standings, certificates of fact, certificates reciting, tax status/good standings3-5 years of exclusive experience from within the corporate and registered agent industry, or similar content knowledge from an in-house legal team, law firm, or CPA firm positionComprehensive 50 state filing knowledge for incorporations, formations, qualifications/registrations, amendments, annual reports, reinstatements, dissolutions, dba’s, apostilles/legalizationsPreferred Education: Bachelor’s degree and/or 3-5 years’ experience in corporate services/registered agent industryHigh school diploma or equivalent requiredAdvanced Analytical Skills: Strong ability to interpret and act on customer dataSpecialized Problem-Solving: Ability to address and resolve more complex issuesAdvanced CRM Management: Proficient and effective use of CRM systemsCustomer Advocacy: Strong focus on representing customer needs within the companyCustomer Education: Expert in providing in-depth training sessions to customersIndustry Knowledge: Extensive knowledge of the corporate services and/or willingness to learnCross-Functional Collaboration: Effective teamwork across different departmentsAdvanced Communication: High-level verbal and written communication skillsTeam Collaboration: Ability to work well with others in a team environment whether remote, hybrid, or in officeDeep Technical Proficiency: In-depth knowledge of company products/services