Sr. Customer Service Specialist

The Sr. Customer Service Specialist works in a fast-paced customer focused environment.  This position is responsible for specialized customer service activities for high visibility clients including resolving complex customer issues via all methods of communications including telephone, chat and email.  This position requires a high level of working knowledge related to Thomson Reuter’s expansive product line, product plans & pricing for print and electronic media.  The specialist will work closely with the Team Manager  to help drive department initiatives.  This position will also lead department projects including conducting trainings.

About the Role

• Has daily interaction with customers and plays a pivotal role in maintaining an exceptional customer relationship to ensure a positive impact on revenue, customer satisfaction and retention.
• Respond to customer inquiries via phone, email, chat and any other method of communication.
• Respond to more complex and/or specialized issues with the goal of first call resolution.
• Provide first level escalation support to junior level staff on complex customer inquiries.
• Use analysis and judgment by exercising discretion in selecting methods and techniques for obtaining solutions.
• Filter and escalate inquiries relating to other aspects of Thomson Reuters businesses (e.g. sales, technology, business leads, etc) as appropriate.
• Work cross-departmentally as necessary (e.g. sales, technical support, billing, order processing etc.).
• Track inquiry resolution progress and where appropriate and proactively contact customers with a status update or resolution.
• Offer customer refunds or discounts as needed or necessary within departmental guidelines (e.g. subscription extension, password release).
• Assist, coach and develop new team members and junior staff in learning the processes and procedures required to deliver excellent customer service.
• Develop and facilitate training programs.
• Ensure each customer contact is handled in a manner consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention.
• Assist field and marketing representatives in account management.
• Execute on project work, including contributing to reporting and analysis.
• Act as a subject matter expert.
• Provide feedback to management on performance, processes and procedure.
• Act as an overall product contact, inform department of changes and necessary information to properly support a specific product line-Business Expert.

About You

• Substantial customer service & call/contact center experience required.
• Demonstrated ability to resolve complex customer inquiries.
• Critical thinking and problem solving skills in a service environment.
• Exceptional verbal and written communication skills.
• Ability to interact professionally with internal and external customers at all level of their organizations.
• Active listening skills to interpret and document a customer’s inquiry.
• Ability to work independently and as part of a team.
• Ability to work extended hours as required by the needs of the business.
• Ability to understand the downstream impact of customer issues to mitigate their recurrence.
• Ability to handle a full and challenging workload in a fast-paced environment.
• Ability to develop and maintain positive customer relationships.
• Secondary education (high school diploma or equivalent) required. Post-secondary education (or equivalent work experience) preferred.

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What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.