Society Member Customer Service Representative

Wolters Kluwer
Hagerstown, MD
Jun 13, 2017
Jun 21, 2017
Customer Service
Full Time
Wolters Kluwer Health, a division of Wolters Kluwer is a leading global provider of information and point of care solutions for the healthcare industry. Every day around the world, healthcare professionals, students, and researchers are making important decisions on patient care and outcomes using our integrated solutions, premium content, and productivity tools.Health Learning Research, and Practice Solutions: focused on high quality medical, nursing, allied health journal & book content, plus a precision medical research platform is searching for a Society Member Care Representative to be based in our Hagerstown, Maryland office. The Society Member Care team is responsible for utilization of the Advantage fulfillment system to provide account maintenance, order entry and customer service phone support for members of our Societies. ESSENTIAL DUTIES AND RESPONSIBILITIES:* Provide specialized customer service with a high level of professionalism, diplomacy and knowledge about the Society, journals and benefits the member is entitled.* Maintain solid customer relationships by handling their questions and concerns in a professional manner.* Proactively communication with customers via telephone, e-mail, regular mail, fax or e-fax.* Managing database records.* Research to troubleshoot customer problems* Adhere to critical monthly deadlines to ensure minimal backlogs and meet service level agreements.* Account maintenance which includes cancellation requests, address changes, back issue requests, updates to member records. * Ensure accurate entry of all society transactions according to the contract terms and business policies.* Attend and provide onsite customer support at annual sessions.* Assist members with online access, journal and society information.* Maintain all departmental service levels set within the department as well as individual goals.* Participate in the testing of modifications or upgrades to the Advantage Fulfillment system.* Support upload processes and other automation initiatives.* Other duties as assigned.Qualifications : MINIMUM QUALIFICATIONS:* 1-2 years customer service experience (including phones, order entry, and email communication).* High School graduate or equivalent.OTHER:* Excellent communication skills.* Strong organizational and analytical skills.* Must be able to multi-task and work in a fast paced environment.PREFERRED:* Ability to use Outlook, Access and Excel.TRAVEL REQUIREMENTS:Travel is required during the year to support offsite conferences for the Societies.About Wolters KluwerWolters Kluwer NV (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 2015 annual revenues of €4.2 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. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the US (WTKWY).For more information about our solutions and organization, visit, follow us on Twitter, Facebook, LinkedIn, and YouTube.EQUAL EMPLOYMENT OPPORTUNITYWolters 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.INFORMATIONFor any assistance with your application for this job opening, please call HR Source at (888) 495-4772 or email [Click Here to Email Your Resume]. TTY is also available at (888) 495 4771.