Senior Customer Service Representative, Licensing

Senior Customer Service Representative, Licensing

As a Senior Customer Service Representative, Licensing, you will provide comprehensive support tailored to our customer's business licensing needs, such as responding to sales inquiries, producing quotes, setting up new requests, and explaining our suite of services. In this role, you will leverage your knowledge and experience in licensing to resolve complex operational problems while ensuring a positive customer experience. You will act as a key team member, contributing significantly to customer satisfaction and operational efficiency. In this role, you will report to the Associate Director, Customer Service and work a hybrid schedule (two days in office, three days from home) from one of our office locations.

Responsibilities:

• Build and maintain client relationships by providing excellent customer service through effective professional communications.
• Respond and resolve incoming client, affiliate, and vendor requests, queries, issues and concerns via phone and email.
• Efficiently manage the entire order process from initial client inquiry through processing, invoicing and follow up.
• Act as the primary point of contact for incoming Business License requests
• Maintain a hands-on practical knowledge of procedures and mechanisms for performing all services provided by the department, including multi-jurisdiction knowledge of licensing requirements across all industries.
• Assist in refining customer service processes and procedures.
• Provide mentorship and support to junior associates.
• Handle escalated customer issues and ensure proper resolution.
• Prepare and submit business license applications, contacting various city, county, and state government agencies, as needed, in order to ensure timely and accurate return of business license from the authorities
• Oversee and ensure accuracy in customer documentation.
• Participate in cross-functional projects to enhance customer service.
• Maintain up-to-date knowledge of industry trends and company products.

Skills:

• Advanced Communication: Highly effective in both verbal and written exchanges. Advanced Microsoft Office product skills preferred.
• 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 and business licensing requirements.

Qualifications:

• Bachelor's degree or equivalent work experience.
• 2+ years' experience in business licensing or healthcare credentialing.

Benefits:

A comprehensive benefits package that begins your first day of employment. 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.