LOCATION: Waltham MA (Hybrid – 8 days a month in the office)

OVERVIEW

You will be responsible for providing exceptional customer service to fulfill customer needs in a timely and professional manner. Activities include developing a deep understanding of our processes, products, services and customers; providing exceptional customer service; providing product information to secure new orders; participating in organizational activities to meet or exceed company objectives; and representing Wolters Kluwer within the industry.  You will report to the Manager, Customer Service Operations.  This shift is 11:00am to 8pm. 

RESPONSIBLITIES

Develops a deep understanding of UpToDate systems, processes, products, services, and customers by attending and fully engaging in formal and informal training/mentoring sessions (e.g., initial 3 week training, new product/feature training); engaging in self-directed learning (e.g., studying information provided in a timely manner); developing an in-depth knowledge of all systems, tools, templates and processes used within the department; developing and maintaining a current and comprehensive knowledge of all UpToDate products and services (e.g., features, benefits, pricing, intended use, value proposition); developing and maintaining relationships with internal teams (e.g., technical support, sales, management); and collaborating with peers and management to continuously improve (e.g., accepting critical feedback and implementing suggestions).Provides exceptional customer service by receiving and responding to inbound customer questions in a timely manner (e.g., live chat, e-mail, telephone, fax); gathering information to develop a deep understanding of customer needs and promote a “one contact” customer service environment; fulfilling basic customer needs (e.g., resending invoices, resending DVDs, changing address); providing comprehensive responses to customer inquiries (e.g., billing questions, product use); escalating advanced technical issues to technical support (e.g., download issues); escalating customer complaints to a senior customer service representative or manager; providing detailed background information for all escalations; ensuring the highest level of accuracy, completeness and professionalism with all customer interactions; meeting or exceeding individual and team performance goals (e.g., chat/talk time, chats, emails and calls taken, speed of answer, service level, first contact resolution); and maintaining timely and accurate records of all activities in accordance with company policy.

Provides product information to secure new orders by fielding customer questions regarding UpToDate products and services; providing comprehensive answers to customer questions (e.g., product description, use, cost); promoting and articulating the value and benefits of UpToDate products and services; collecting information and securing orders for new customers (e.g., physicians, clinicians); cross-selling and up-selling products and services to existing customers; and prequalifying and escalating potential enterprise leads to the enterprise sales team.

QUALIFICATIONS

Education: bachelor’s degree; or equivalent experience

Experience: 1+ years of customer service and/or call center experience

TRAVEL: There is no travel involved in this role.

#LI-Hybrid

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.