This role focuses on providing new and existing customers with exceptional service related to general inquiries, specifically access issues, via email, chat, and phone. The ideal candidate will excel in communication, problem-solving, and maintaining a customer-first mindset.

 

The Customer Support Representative will be responsible for providing prompt and accurate responses to customer inquiries related to billing, service requests, suggestions, and complaints. They will resolve customer inquiries and complaints fairly and effectively, ensuring customer satisfaction. Additionally, the representative will offer comprehensive information about products and services to customers, identifying and capitalizing on upselling opportunities to maintain and increase income streams from customer relationships.

 

This role also involves recommending and implementing programs that support customer needs and enhance the overall customer experience. The representative will work closely with other teams to ensure seamless integration and achievement of objectives, recommending changes to improve efficiency and effectiveness of customer support operations. Maintaining detailed records of customer interactions and preparing customer activity reports are also key responsibilities.

 

The ideal candidate will have specialized skills or be multi-skilled, developed through job-related training and considerable on-the-job experience. They will complete work with a limited degree of supervision, demonstrating a high level of autonomy and accountability. Proficiency in a range of processes, procedures, and systems required to carry out assigned tasks is essential, as is the ability to apply knowledge of team integration to achieve objectives. The representative will provide informal guidance and support to team members, fostering a collaborative and supportive work environment.

 

The role requires strong problem-solving abilities, with the representative providing solutions to atypical problems based on proven practices or procedures. They will impact the quality, timeliness, and effectiveness of the team’s work, recommending changes to improve efficiency and customer satisfaction. Strong communication and interpersonal skills are essential, as is the ability to explain job-specific information clearly and concisely

Qualifications:

Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasksSelf-motivated with positive attitude.  Ability to follow strict guidelines and standard operating procedures a MUSTMust ability to work quickly in a fast-paced environment; work well as a team member and work well independentlyExcellent written and verbal communicationExcellent customer service skillsExcellent in multi-taskingBachelor’s degree in a customer service field or equivalent experienceAt least 1 year customer service in contact center environment or equivalent training (2 years preferred)Willing to work on business unit holidays and/or render overtime when necessaryMust be in current role for 1 yearMust not have received any Disciplinary Action within the past 12 monthsMust not be enrolled in any Performance Improvement Plan (PIP) for the last 12 monthsMust not have any Attendance and Punctuality issues in the past 12 months

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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