Customer Service Specialist

Customer Service Specialist

The Customer Service Specialist utilizes complex information systems, displays excellent problem-solving skills, and collaborates with teams across the organization to answer customer questions, initiate action, and resolve problems. Accountable to drive customer satisfaction to support growth and retention.

About the Role
In this opportunity as Customer Service Specialist, you will:

• Provides timely, accurate, and value-adding customer service to clients through voice and non-voice channels. (inquiry types typically include account maintenance, billing inquiries, order status, product feedback, password assistance, etc.)
• Uses analysis along with policies and procedures to resolve customer issues.
• Ensures each customer contact is handled in a manner consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention.
• Interprets customer contracts and assesses downstream impact to mitigate any recurring issues.
• Logs and classifies all customer contacts in a contact tracking database.
• Filters and escalates inquiries as appropriate.
• Applies active listening skills to diffuse potentially tense customer interactions.
• Accountable for meeting and maintaining standards for quality and productivity for all transactions as determined by audit processes.
• Assists with department projects as needed.
• Performs other related duties as identified or assigned.

About You
You're a fit for the role of Customer Service Specialist if your background includes:

• Customer Service or Contact Center experience is preferred.
• Professional attitude and strong service orientation.
• Effective analytical and decision-making skills.
• Excellent verbal and written communication skills required, with the ability to interact professionally with internal and external customers.
• High motivation required with the ability to meet scheduled deadlines in a fast-paced, service-driven environment.
• Strong organizational, problem solving, and time management skills.
• Critical thinking and problem-solving skills in a service environment.
• Working knowledge of computer systems, including but not limited to Microsoft Office products.
• High school diploma required.
• Bachelor’s degree 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.

• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

• Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spendi