Customer Service Representative – Society Account Manager

• Deliver world-class customer service to society partners and their members
• Manage relationships between Wolters Kluwer and assigned societies for membership and subscriber services
• Serve as the primary communication source regarding membership lists and membership attributes
• Liaise with Society Member Care to request membership/subscriber benefits and elevate member trends
• Oversee society billing, including billing schedules, contract-based billing, and past-due invoice collection with Accounts Receivable
• Document and share rules of engagement with publishing and society partners through annual attribute letters
• Communicate society membership issues, updates, and status changes to Publishers
• Coordinate society membership list schedules with production schedules through Periodical Operations
• Liaise with Data Control for list comparisons, list uploads, data anomaly identification, and member-count confirmation for invoicing
• Work with publishers, circulation coordinators, marketing, and other teams to resolve membership/subscriber changes or problems

• High school diploma, GED, or equivalent required
• 1+ years of experience in customer service, membership management, list management, or invoicing
• Strong organization, prioritization, and communication skills
• Ability to problem-solve and follow through to resolution
• Advanced knowledge of Microsoft Office/Office 365 tools beneficial
• Experience with a CRM system such as Salesforce Service Cloud beneficial
• Strong interpersonal, written, and verbal communication skills
• Ability to maintain professionalism and a high level of service through complex customer interactions
• Ability to multitask and prioritize or change direction as needed
• Well organized and able to prioritize within a fast-paced team environment
• Patient and helpful to customers and internal stakeholders under pressure
• Minimal travel availability
• Ability to work in a normal office environment

Demonstrates expertise in customer service and membership management, with strong organizational and communication skills to effectively manage relationships and resolve issues. Proficient in utilizing CRM systems and Microsoft Office tools to support billing and membership processes.

• Customer Service
• Membership Management
• CRM System Experience
• Microsoft Office/Office 365
• Invoicing

• Membership Management
• List Management
• Invoicing
• Data Anomaly Identification
• Billing Schedules

• Strong Communication Skills
• Problem-Solving
• Organization
• Interpersonal Skills
• Multitasking

• Customer Interaction
• Society Partners
• Membership Attributes
• Accounts Receivable
• Publishing

• Salesforce Service Cloud
• Microsoft Office
• Office 365