Senior Customer Service Representative – Onsite (Dover, DE) R0060190

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

Senior Customer Service Representative – Onsite (Dover, DE) R0060190

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)

Legal Authorization: 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.
• Skills: 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

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to:

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

Find more details through our benefits guide: https://www.wolterskluwerbenefitsguide.com/welcome/

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.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and requirements. The job description provided is subject to revision and modification at any time.

Our Interview Practices: To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation: $34,000.00 - $57,500.00 USD This role is eligible for Bonus.

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.

We focus on diversity: We are committed to ensuring a welcoming and inclusive environment for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion.

Equal Opportunity: 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. We do not tolerate discrimination on any of these bases.