Customer Service Representative in Waltham, Massachusetts

As a Customer Service Representative, you will play a crucial role in supporting our customers and enhancing their experience. You will handle various operational tasks and assist customers with more complex inquiries. This position offers an opportunity to further develop your skills in a dynamic and collaborative environment.

Responsibilities:

• Respond to a wider range of customer inquiries.

• Resolve moderately complex customer issues and complaints.

• Process and verify customer orders and billing information.

• Assist with account upgrades and changes.

• Provide detailed product and service information.

• Document and escalate unresolved issues as needed.

• Participate in the training of new hires.

• Update and maintain customer records.

• Conduct follow-ups to ensure customer satisfaction.

• Adhere to compliance and quality standards.

Skills:

• Enhanced Communication: Ability to convey information clearly and professionally.

• Customer Relationship Management: Demonstrates ability to build rapport with customers.

• Intermediate Problem-Solving: Can handle moderately complex issues effectively.

• Organizational Skills: Manages time and tasks efficiently.

• Advanced Product Knowledge: Good understanding of multiple product/service features.

• Software Proficiency: Familiarity with CRM tools and databases.

• QA Understanding: Knowledge of quality assurance standards.

• Mentoring: Ability to assist and train new team members.

Compensation:

Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $45,100 – $61,700

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.