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.

Who We Are: Wolters Kluwer: The world is a big place, find your place here.

What We Offer:  

The Customer Service Representative role offers growth potential opportunities, professional development, an engaging small team environment, weekends off, and amazing benefits.

What You'll be Doing:

The Customer Service Representative for Wolters Kluwer Health (WKH) UpToDate Inc. is responsible for providing exceptional customer service to fulfill customer needs in a timely and professional manner. Activities include developing a deep understanding of UpToDate systems, 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.

Key Tasks:   

• 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.

You're a Great Fit if You Have/Can:  

• Bachelor's degree from an accredited college/university, Healthcare related field desirable
• 2-3 years customer service experience
• Use of considerable tact and discretion when dealing with sensitive data   
• Ability and desire to work in a fast-paced environment  
• Outstanding skills using personal computers in a Windows-based environment (including Microsoft Office Suite and Adobe PDF)  
• Excellent attention to detail and high degree of accuracy and consistency 
• Top of the line organization skills in all fa