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

Wolters Kluwer - Financial Services Solutions; Dover, Northern (DE, KY); Hybrid; 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 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.

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.

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

Communication

Problem-Solving

Analytical Skills

Technical Proficiency

CRM Management

Customer Advocacy

Cross-Functional Collaboration

Customer Education

Team Collaboration

Industry Knowledge

Education

High school diploma

Bachelor’s degree

Tools

CRM software

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**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.**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, and Paid Parental Leave. 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 USDThis 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.*