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Wolters Kluwer Customer Service Coordinator in Annapolis, Maryland

Start a career with Wolters Kluwer (WLKR). We are hiring in our Governance, Risk & Compliance (GRC) division. GRC is a division that provides a broad spectrum of solutions, services and expertise to legal, finance, risk and compliance professionals and small business owners.

The Customer Service Coordinator assists the manager with the suervision of daily activities over a group of agents, representatives, or similar positions that handle customer service inquiries and problems via the telephone and sometimes e-mail. Recognizes and recommends areas needing improvement. May assist in scheduling and coordinating team activities. Handles escalated and unresolved calls from less experienced representatives. Typically provides input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.for Wolters Kluwer (WK) Governance

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Develops knowledge of the department, company and industry as a whole by attending and engaging in formal and informal training/mentoring sessions; engaging in self- directed learning (e.g., studying information provided in a timely manner) learning the mission, vision and goals of the team and of the service/sales organization; learning and maintaining in-depth knowledge of all processes used within the department; learning and maintaining in-depth knowledge of all systems and applications used within the department; developing a comprehensive knowledge of all CT products and services; learning CT’s electronic offerings; developing subject matter expertise in corporate filings, document retrievals and statutory representation; identifying, developing, and maintaining relationships with experts and leaders in the field; and collaborating with peers and management to continuously improve (e.g., accepting critical feedback and implementing suggestions).

  • Provides consultative service as the initial point of contact for customer inquiries by accepting inbound calls and e-mails from customers (e.g., law firms, corporations); responding to incoming client calls and e-mails in a timely manner; developing and maintaining positive working relationships with customers throughout the territory; learning a consultative customer service approach to identify and fully understand customer needs, challenges and goals (e.g., corporate document retrieval, filing services); providing information to answer customer questions (e.g., billing inquiries); providing subject matter expertise to help customers reach business decisions (e.g., corporate filings, document retrievals, state requirements, options for forming new business entities); developing an understanding of advanced processes (e.g., mergers, withdrawals); and understanding and articulating how CT products and services can solve customer business challenges/needs, and achieve customer goals.

  • Proactively manages the order through the entire lifecycle by utilizing internal electronic systems and customer electronic interface tools to create work orders; performing order fulfillment activities (e.g., reviewing filing procedures, completing documents, compiling search results, interacting with customers); working with FCOE offices, correspondent networks and state filing officials to complete work orders; tracking, following-up, and updating customers on order status (e.g., state corporate filing status, due by dates); monitoring Dashboard and contacting customers to rectify rejected orders; maintaining accurate order, financial and customer records; and providing consultative customer service throughout the entire project lifecycle.

  • Promotes additional CT offerings to meet customer needs by identifying lead generation opportunities as well as opportunities to up-sell and cross-sell the full array of CT products and services (e.g., ARMS, Business Licenses, hCue, UCC, International,); providing general answers to questions about CT products and services; setting clear expectations regarding the capability of CT products and services; engaging additional resources to help advance or close sales opportunities (e.g., management, sales); promoting increased usage of CT’s products and services; and partnering with Service Team in the development of customer accounts.

  • Manages customer billing and payment inquiries as well as executes general financial transactions by posting charges for customer transactions; applying payment of invoices when necessary, adjusting, crediting, voiding financial charges as necessary in accordance with our policies to ensure fair and accurate billing; issuing checks for disbursements; following through to collection; and receiving and documenting appropriate approvals with regards to discounts, credits, etc.

  • Oversees general Service of Process inquiries and issue resolution, manages execution of account maintenance and entry of delivery instructions for our representation customers by working with customers to understand their needs, partnering with account management to execute on their needs and coordinates with FCOE to make sure that they understand the customer needs and how to interpret our records in order to execute on deliverables.

  • Represents Wolters Kluwer within the industry by developing and maintaining knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism.

OTHER DUTIES:

  • Proactively pursues professional development activities (e.g., reviewing professional publications, establishing personal networks).

  • Manages time and company resources appropriately.

  • Performs other duties as requested by the Manager.

JOB QUALIFICATIONS:

Education:

Minimum: Bachelor’s Degree in Business or related discipline; OR, if no degree, 5 years of consultative customer service experience.

Experience:

Minimum : 1 year of consultative customer service experience, including:

  • Performing consultative customer service.

  • Managing multiple concurrent projects.

  • Generating add-on sales revenue.

  • Coaching and mentoring team members.

  • Working independently and in a team environment.

  • Collaborating across multiple internal teams (e.g., support teams, sales).

  • Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Experience: Preferred (includes minimum):

  • Working in the banking, insurance, hospitality, retail or legal industry.

  • Performing filing requests (e.g., corporate filings, annual report filings).

  • Demonstrating strong analytical and problem-solving skills.

  • Demonstrating organization, time management, and multi-tasking skills.

  • Demonstrating strong written and verbal communication.

Travel: 5%, minimal travel may be required.

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.

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