Customer Service Representative

Wolters Kluwer
Hagerstown, MD
Apr 20, 2017
Apr 21, 2017
Customer Service
Full Time
Customer Service Representative **Requisition Number:** 17\-16501 **State:** Maryland **City:** Hagerstown **Shift:** Shift 1 **Job Description:** The Customer Service Representative provides customer pre & post\-sales support across Wolters Kluwer Health applications for a variety of inquiries, billing issues and product/service concerns in a high\-volume, fast\-paced environment\. The Customer Service Representative will be required to effectively multitask by accessing and updating customer records utilizing multiple computer applications, systems and resources\. The customer base spans across individuals, medical professionals and students, medical and academic faculty and researchers who interact with customer service via phone, email, web\-based queries and other forms of correspondence\. Working within a supportive team, the Customer Service Representative will take full ownership of a range of issues and manage these through to resolution\. This ensures a seamless integration with Wolters Kluwer Health clients' business processes as we work to efficiently resolve customer issues\. Daily activities require liaising with other departments and fully diagnosing problems that have been submitted directly by end users\. Training on the company's wide product range and all tools necessary to implement customer requests will be provided\. Ongoing training sessions will be conducted on updates to existing products and new products released by WK Health\. ESSENTIAL DUTIES AND RESPONSIBILITIES * Respond to customer service enquiries that will include such tasks as: tax exempt adjustments, pay per view, order entry and queries related to orders, journal access, claims, gratis, group hospital, Stedman's product line, web store , and general updates such as address changes\. * Meet and exceed customer expectations\. * Utilize electronic systems to ensure that all enquiries and customer contacts are logged as they occur\. * Able to work extended hour shift, 11am \- 7pm\. OTHER DUTIES * Work to maintain overall departmental goals and service levels * Participate in the testing of modifications or upgrades to the Advantage Fulfillment system * Performs other duties as assigned by supervisor **Qualifications:** Education: * High School Diploma or GED Required Experience: * 1 \- 2 years' experience in a call center environment * Proficient in MS Outlook, Word and Excel Preferred Experience, Knowledge, Skills, Abilities or Certifications: * Fluent in oral and written English * Excellent verbal and written communication skills * Flexible and able to adjust daily routine * Well organized and able to prioritize a high workload in a team environment * Patient and helpful under pressure * Bi\-lingual Spanish ability Travel Requirements: * Role includes occasional travel Physical Demands: * Normal office environment About Wolters Kluwer Wolters Kluwer N\.V\. \(AEX: WKL\) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors\. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services\. Wolters Kluwer reported 2016 annual revenues of €4\.3 billion\. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide\. Wolters Kluwer shares are listed on Euronext Amsterdam \(WKL\) and are included in the AEX and Euronext 100 indices\. For more information about our solutions and organization, visit www\.wolterskluwer\.com, follow us on Twitter, Facebook, LinkedIn, and YouTube\. 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\. INFORMATION For any assistance with your application for this job opening, please call the HR Source at \(888\) 495\-4772 or email HRSource@WoltersKluwer\.com\. TTY is also available at \(888\) 495\-4771\.

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