Senior Customer Service Representative – Onsite; Dover, DE) R0060189

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)

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.
• 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.

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave

Full details of our benefits are available upon request.

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$34,000.00 - $57,500.00 USD. This 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.

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If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people.

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