Society Member Representative
- Full Time
Our training and service teams have attained best-in-class recognition through Omega Management Group's Omega North Face award for superior customer satisfaction scores for two years in a row. This achievement affirms our commitment to training, quality and service, and demonstrates Wolters Kluwer's dedication to being the premiere customer service provider for our industry. The Wolters Kluwer Hagerstown location has recently been named one of Maryland's Healthiest Businesses. Our employees benefit on the local level, as well as company-wide, in improving health and wellness. Wolters Kluwer Health is a leading global provider of content for healthcare professionals, serving physicians, surgeons, nurses, allied health professionals, pharmacists, academics, payers, and the life sciences with solutions for research and development, the point-of-learning, the point-of-dispensing, and the point-of-care. Wolters Kluwer employs approximately 2600 employees in 36 countries.We have a growth role and opportunity available now! 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.*Support upload processes and other automation initiatives*Other duties as assignedJOB QUALIFICATIONSEducation: High School or equivalent Experience:* Minimum of 1 year of Customer Service experience including phones, Order Entry, and Email communication. * Must be able to multi-task and work in a fast paced environment* Ability to use Outlook, Access and Excel is desirable Other Knowledge, Skills, Abilities or Certifications: *Excellent communication abilities are essential*Strong organizational and analytical skills*Multi-tasking is a necessity TRAVEL REQUIREMENTSTravel is required during the year to support offsite conferences for the Societies.PHYSICAL DEMANDS Normal office environment 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 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 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.