Jobs for People with MS: National MS Society

LOCATION: Remote U.S.

OVERVIEW

You will deliver world-class customer service with knowledge about Wolters Kluwer products and business practices. Our values propel us to put the customer at the center of everything we do, honor our commitment to continuous improvement and innovation, aim high and deliver the right results, and most importantly: win as a team

You will provide technical and customer pre-and post-sales support across Wolters Kluwer Health applications through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation for online and desktop software. The customer base spans across individuals, medical professionals and students, medical and academic faculty and researchers who interact with customer service.

You are responsible for utilizing various information systems such as Salesforce CRM, backend support and fulfillment systems, etc., to provide account maintenance, order entry, and customer service by phone, email, and chat for Wolters Kluwer customers. You will report to Customer Service Manager.

Your shift hours would be 11:00am – 7:30pm Eastern time. Training will be 9:00am – 5:00pm Eastern Time.

DUTIES

You will provide customer support for a variety of inquiries including:

• Help with account lookup and navigation, product access extensions, adjustments, and related issues.

• Respond to customer inquiries including order entry, adjustments, subscriptions, and queries related to existing orders from multiple sources.

• Manage customer inquiries from onset to resolution using established procedures to solve routine problems

• Manage database records to maintain customer accounts, ensuring accurate entry and upkeep of all transactions according to business policies

• Manage information flow ensuring that enhancement requests, bugs, and other product issues are communicated.

• Use provided systems and procedures to monitor quality control for all customer interactions

• Follow expected deadlines to ensure minimal backlogs and meet service level

• Build brand advocacy and customer loyalty by employing WK values

• Able to work extended hour shift

QUALIFICATIONS

Education: High school diploma, GED, or equivalent required

Experience:

• Previous customer service experience

• Proficiency in Microsoft Office/Office 365

• 1+ years of experience within a Call Center role or equivalent (i.e., trade school or other training) preferred

• Experience with CRM systems preferred

Other Skills

• Experience assisting customers through phone, chat, and email support

• High level of service through difficult customer interactions

TRAVEL: Minimal for team meetings

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.