Senior Customer Service Representative - Corporate

Senior Customer Service Representative

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

The Senior Customer Service Representative role offers growth potential opportunities, professional development, an engaging small team environment, the ability to work a hybrid schedule (in office 2 days a week), and amazing benefits.

As a Senior Customer Service Representative, you will leverage your specialized skills to provide comprehensive support and resolve non-standard operational problems. You will act as a resourceful team member, contributing significantly to customer satisfaction and operational efficiency.

Key tasks include:

• Manage complex customer inquiries and provide in-depth solutions.
• Conduct advanced troubleshooting and problem resolution.
• Assist in refining customer service processes and procedures.
• Provide mentorship and support to junior associates.
• Handle escalated customer issues and ensure proper resolution.
• Perform detailed analysis of customer feedback and suggest improvements.
• Oversee and ensure accuracy in customer documentation.
• Prepare and deliver reports on customer service metrics.
• Participate in cross-functional projects to enhance customer service.
• Maintain up-to-date knowledge of industry trends and company products.
• Heavy client communications via email and phone.

You're a great fit if you meet these requirements:

• 2-3 years of direct industry experience in the corporate & registered agent industry.
• 50-state corporate transactional experience that includes: document retrievals, incorporation/formation, registration/qualification, amendments, annual/biennial reports, reinstatement/requalification, dissolution/withdrawal, tax clearance, address change, & merger/conversion.
• Advanced Communication: Highly effective in both verbal and written exchanges.
• Customer Insight: Deep understanding of customer behavior and needs.
• Complex Problem-Solving: Ability to resolve advanced issues with innovative solutions.
• Analytical Skills: Strong ability to analyze data and provide actionable insights.
• Leadership: Capable of mentoring junior associates and leading by example.
• CRM Expertise: Proficient in advanced use of CRM and other support software.
• Process Improvement: Skilled in optimizing customer service operations.
• Industry Knowledge: Updated knowledge of relevant industry trends.

We are an incredibly supportive team that truly enjoys what we do and who we do it with. We play a key role within WK and assist in driving the daily success. If you have a passion for making a true difference within an organization, while working alongside a genuinely caring and supportive team, we highly encourage you to apply. #Bethedifference

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available at https://www.mywolterskluwerbenefits.com/index.html.

Diversity Matters: Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America's Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America's Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments 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.

Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $52,800 - $72,600. This role is eligible for Bonus.

Additional Information: Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.

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.