Wolters Kluwer Passion for customer service wanted! Manage accounts, educate our customers! in Madison, Wisconsin
Passion for customer service wanted! Manage accounts, educate our customers!
Requisition Number: 17-17556
Shift: Not Applicable
Job Description: Are you looking for 'more' than just administrative work? Do you want to manage client accounts without working in a scripted call center or sales role? Would you like to help the next great business idea get started? Do you have experience building and maintaining relationships with existing clientele or have experience in a consultative customer service environment? Would you enjoy educating customers by phone and email? Are you looking for a company with a great culture and team-oriented environment?
Due to growth, BizFilings is expanding their operations in the Madison Area. As a subsidiary of Wolters Kluwer, Governance, Risk & Compliance, they have a small business feel with a large company backing. BizFilings, which serves entrepreneurs and small businesses, is looking for a Customer Service Representative to join our Legal Information Services (LIS) team.
Governance, Risk & Compliance (GRC) is a division of Wolters Kluwer that provides a broad spectrum of solutions, services and expertise to legal, finance, risk and compliance professionals and small business owners to help manage myriad governance, risk and compliance challenges in dynamic markets and regulatory environments, globally. GRC Solutions serves more than 350,000 customers in more than 150 countries, including 70% of Fortune 500 companies, 92% of the world’s top banks, 90% of the Am Law 100 and more than 300,000 small businesses. The division has a global footprint, with workforce in 28 countries. Our clients include corporate legal departments, insurers, small businesses, financial services companies, brand professionals, underwriters, governments and compliance and risk professionals.
Legal Information Services (LIS) contains our expert information services businesses that serve large corporations, small businesses and law firms. This group specializes in incorporation and legal business compliance solutions and clearance and protection solutions for trademark and brand professionals. This business area brings its solutions to market as CT, which serves corporations, small businesses and Law Firms.
The Customer Service Representative for BizFilings has the primary responsibility of communicating with customers on a daily basis via phone, email and live chat. Phone calls and emails will consist of a relatively equal mix of inbound and outbound contacts, and may number anywhere from 30-40 calls and 25 emails in a given day. Our customers rely on us to assist with their small business needs. This includes everything from company formation, to the on-going compliance needs an entity is required to handle.
The Customer Service Representative will also be responsible for entering orders into our order system based on information gathered via phone or email. Monitoring the progress of those orders and working with customers to address any questions, delays or other issues is necessary. Customer service activities also include learning the complex and comprehensive BizFilings suite of products and services. Intensive training is provided during first month of employment, and on an on-going basis as deemed necessary throughout employment with BizFilings.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Learns full line of products including features, benefits, pricing, intended use, value proposition and competitive position in order to effectively serve clients.
• Learns and executes the sales process for BizFilings products and services.
• Maintains and grows existing customer business by providing outstanding service and by recognizing and proactively offering appropriate services.
• Serves as point of contact for specific accounts.
• Represents the "voice of the customer".
• Manages time effectively.
• Collaborates with colleagues to exchange information such as selling strategies and marketing information.
• Performs other duties as requested by Supervisor.
Qualifications: Minimum Education
Bachelor's Degree in business, marketing, law or related field, or if no degree, 5 years strong consultative customer service experience.
1 year experience in customer service (phone/email/retail/hospitality/etc.) including:
• Integrating information from multiple sources quickly and accurately.
• Gathering and analyzing customer requirements.
• Diffusing potential volatile customer situations.
• Demonstrated ability to manage multiple projects simultaneously.
• Working independently with a minimum amount of oversight.
• Outstanding verbal and written Communication Skills.
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Strong Computer Skills.
2+ years of experience in customer service, preferably in a phone and email environment including:
• Bilingual Spanish is a nice to have but not required.
• High call volume activity.
• Presenting and/or training on products and services via telephone.
• Proven success with consultative selling techniques.
ABOUT WOLTERS KLUWER
Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Wolters Kluwer reported 2016 annual revenues of €4.3 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide.
Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY).
For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.
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. 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.
For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at 888 (495) 4771.