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.

• 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.

• 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.

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: (Use the "Apply for this Job" box below)..w

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…