Job Snapshot
Full-Time Degree – High School Consulting, Computer Software, Printing – Publishing Admin – Clerical, Customer Service
Job Description
The Customer Support Representative (CSR) for the Wolters Kluwer Lexicomp and F&C software suite has primary responsibility for providing assistance to Wolters Kluwer customers by responding to incoming requests, providing solutions, and escalating as needed. They are responsible for completing inbound sales (up to $1000 value), up-selling, contacting customers’ with expired subscriptions, and handling Tier 1 type issues (e.g. product information, order processing, account inquiries, content issues, login/password login issues). CSRs typically handle 50-60 interactions (calls, emails, voice mails) per day. CSR activities include: learning the LexiComp and F&C products; providing customer support; completing the sales process; providing exceptional customer service; contributing to customer satisfaction and organizational success; and representing Wolters Kluwer within the industry.
Job Requirements
Education
Minimum: High School Diploma or equivalent.
Preferred: Bachelor’s Degree.
Experience, Knowledge and Tools
Minimum Experience: 3 years business-to-business customer service or help desk experience, including:
•Working with professionals via phone and/or email.
•Building rapport with co-workers and customers.
•Gathering and analyzing customer data and user requirements.
•Integrating information from multiple sources quickly and accurately.
•Demonstrated ability to prioritize and manage multiple projects.
•Working in a fast paced, changing environment.
•Utilizing highly developed communication skills, including both excellent verbal skills and accurate written communication.
•Troubleshooting and solving basic interface and technical issues (connectivity, hardware, and software).
•Working independently with little direction.
•Experience using Microsoft Suite (Word, Excel, Outlook).
Preferred Experience (includes minimum): 5 years business-to-business customer service or help desk experience.
•Troubleshooting and solving basic interface and technical issues (connectivity, hardware, and software)
•Experience documenting information in a CRM system.
•Experience using an order fulfillment system.
Founded in 1836, Wolters Kluwer is a market-leading, global information services company focused on professionals in the legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare markets. It enables legal, tax, finance and healthcare professionals to be more efficient and effective by providing information, software and services that deliver vital insights, intelligent tools, and the guidance of subject matter experts.
Wolters Kluwer is organized around four customer facing global divisions: Legal and Regulatory, Tax and Accounting, Financial and Compliance Services and Health. It has 19,000 employees supporting clients in 150 countries. Wolters Kluwer has operations in 35 countries across Europe, North America, Asia Pacific and Latin America.
Headquartered in Alphen aan den Rijn, the Netherlands, Wolters Kluwer is organized around four customer facing global divisions: Legal and Regulatory, Tax and Accounting, Financial and Compliance Services, and Health. The Company employs nearly 19,000 professionals around the world and supports customers in 150 countries. Wolters Kluwer has operations in 40 plus countries across Europe, North America, Asia Pacific and Latin America.
Wolters Kluwer’s 2012 annual revenues were approximately $3.6B US. Revenues are generated from emerging markets (six percent), Europe (44 percent), and North America (50 percent). Wolters Kluwer is registered under Dutch law with a two-tier board structure and its stocks are listed on Euronext Amsterdam (WKL). Wolters Kluwer provides legal, tax, finance, and healthcare professionals with the essential information, software, and services they need to make decisions with confidence.
Products are available in a variety of media formats. Wolters Kluwer’s strategy is to bring together information, tools and services to make it easy for clients to find what they need in one location. Wolters Kluwer’s site contains news, reviews, tips, solutions, tools, services, applications and information, all invaluable resources to help manage client practices or businesses as efficiently as possible.
We are an equal opportunity employer and committed to a diverse workforce.
