Senior Customer Service Representative – Onsite (Dover, DE) R0060189

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

Senior Customer Service Representative – Onsite (Dover, DE) R0060189 Job Description:

As a Senior Customer Service Representative, you will leverage your specialized skills to provide comprehensive support and resolve non-standard operational problems. You will act as a resourceful team member, contributing significantly to customer satisfaction and operational efficiency.

Location: Onsite: 838 Walker Road, Dover, DE 19904 (5 days a week)

Shift Hours: Shift One (11am - 8PM) and Shift Two (8am-5PM)

Must be legally authorized to work in the United States without employer sponsorship, now or in the future.

Required Job 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.

Additional Information:

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave

Full details of our benefits are available upon request.

https://www.wolterskluwerbenefitsguide.com/welcome/

Compensation:

$34,000.00 - $57,500.00 USD. This role is eligible for Bonus. Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Company Overview

Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make important decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Culture & Values

If making a difference matters to you, then you matter to us. Join us, at WoltersKluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at WoltersKluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

WoltersKluwer reported 2025 annual revenues of €6.1billion. The group serves customers in over 180countries, maintains operations in over 40countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI‑powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI‑powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert‑validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI‑powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud‑based, AI‑powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high‑stakes environments where accuracy and trust are essential. With a nearly 190‑year legacy, WoltersKluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes.

For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook. WoltersKluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how WoltersKluwer can help you achieve your goals and ambitions. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics.

At WoltersKluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well‑being are important to us. Our well‑being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. Our global Together we thrive well‑being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well‑being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. More recently, WoltersKluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, WoltersKluwer was also recognized by Forbes as one of America’s Best Employers for Women.

We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

GDPR WoltersKluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.