Customer Service Representative

Employer
Wolters Kluwer
Location
Hagerstown, MD
Posted
Oct 19, 2021
Closes
Oct 23, 2021
Ref
154479960
Function
Customer Service
Industry
Other
Hours
Full Time
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 RESPONSIBILITIESRespond 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, Stedmans product line, web store, and general updates such as address changesMeet and exceed customer expectationsMeet and exceed established quality guidelinesMeet and exceed established attendance policyUtilize electronic systems to ensure that all enquiries and customer contacts are logged as they occurAble to work extended hour shiftFlexibility to adjust shift hours with advanced noticeOTHER DUTIESWork to maintain overall departmental goals and service levelsParticipate in the testing of modifications or upgrades to the Advantage Fulfillment systemPerforms other duties as assigned by supervisorEducation: High School Diploma or GED Experience:1 - 2 years' experience in a call center environmentProficient in MS Outlook, Word, ExcelDesired experience: Other Knowledge, Skills, Abilities or Certifications:(First list requirements, followed by preferences.)Ability to work extended hour shiftFlexibility to adjust shift hours with advanced noticeFluent in oral and written EnglishExcellent verbal and written communication skillsFlexible and able to adjust daily routineWell organized and able to prioritize a high workload in a team environmentPatient and helpful under pressurePreferred or desired knowledge: A cents € cents Bi-lingual Spanish abilityTRAVEL REQUIREMENTSRole includes occasional travelPHYSICAL DEMANDS Normal office environment

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