LOCATION: Hybrid – 8 days a month in the office. (see locations posted on the requisition)

OVERVIEW

You will work within the Clinical Drug Information Medi-Span software suite. Your role has primary responsibility for aiding with Medi-Span customers (e.g., IT, Health Care facilities, clinicians) by responding to incoming requests, providing solutions, and escalating. You will also manage issues requiring detailed research by either editorial or data acquisition by establishing tickets, monitoring progress, and reporting results to customers. Your activities including learning the Medi-Span products; assessing and providing customer support; be contact on involved ticket issues; assisting with the on-boarding of new accounts; provide exceptional customer service; contributing to customer satisfaction and organizational success; and representing Wolters Kluwer within the industry.

This is an individual contributor role reporting to the Manager, Customer Service Operations.

DUTIES

•    Learns the Medi-Span products and service offerings and the WK Clinical Drug Information product line by attending and engaging in available formal or informal training sessions; participating in one-on-one training with Manager and Senior CSR; working with actual products to establish and maintain competence in demonstrating and using them; participating in call/e-mail reviews; accepting critical feedback and implementing suggestions; working up to handling calls alone (approximately 3 months); studying product information provided promptly until mastered; learning about the various service offerings available; learning how the products fit into customers’ processes and contribute to performance; collaborating with team members to identify best practices; and learning standard customer support process and systems; and receiving HIPAA training to be able to access customer sites understanding the security risks.

•    Provides customer support for incoming questions or issues regarding products and services the organization provides by responding to incoming customer requests (e.g., telephone, e-mail); gaining a full understanding of customers’ requests; referencing guides and procedures to analyze interaction providing comprehensive answers to questions pertaining to products, services, and accounts (e.g., pricing, user issues, minor problems, invoices); capturing order payment details (e.g., contact information, credit card information) for own calls and for product sales with inside and outside sales team; in-putting order information for replacements, sample data, or reshipments; creating a ticket and forwarding to other resources if needed (e.g., accounting, technical support, sales)); managing customer perceptions and expectations; documenting information into systems; capturing common issues to reduce recurring issues and inquiries; meeting standards for quality; and maintaining documentation according to timing and content standards.

•    Serves contact for content and data acquisition issues requiring in depth involvement by establishing relationships with customer to facilitate working relationship; identifying appropriate editorial resource necessary to resolve customer issues; acting as the primary point of contact during the ticket(s); monitoring and tracking required follow-up communications and deliverables; ensuring timely completion; communicating results with customer; maintaining documentation in accordance with timing and content standards; and balancing managing ticket workload with incoming interactions and other assigned projects.

•    Assists with on-boarding of assigned new accounts by establishing an on-going rapport with clients to continue a solid working relationship; sending a product guide and thank you to the customer administrator; following up after 10 days to see if the customer has any questions or could use assistance; providing any needed product assistance; helping customer prepare and export reports; and forwarding client requests to internal resources (e.g., team lead, IT).

•    Contributes to customer satisfaction and organizational success by fostering a professional rapport with customers to encourage continued interaction with WK; balancing work time on incoming calls with completing open tickets; working collaboratively and directly with customers and internal resources to deliver solutions that exceed customer expectations and minimize customer impacts; assisting other teams with clerical duties as time permits (e.g., reception, scanning, filing, mail); providing customer service expertise to special projects (e.g., new systems, upgrades, price Rx access issues); collecting and passing along information for customer enhancement requests and gaps where current products do not meet client requirements; maintaining an up-to-date understanding of the functionality of internal systems; and providing feedback on the effectiveness and soundness of policies and procedures in the customer service department.

•    Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry and technical trends, and general business and financial skills through various sources and initiative; communicating with customers in a compelling and articulate manner in both verbal and written conversations and presentations; 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.

QUALIFICATIONS

Education: Highschool Diploma or equivalent. Bachelor’s Degree preferred.

Experience: 2+ years business-to-business customer service or help desk experience, including:

•    Working with professionals through phone and email.

•    Building relationships with co-workers and customers.

•    Gathering and analyzing customer data and user requirements.

•    Integrating information from multiple sources.

•    Communicating with technical and non-technical customers at all organizational levels.

Preferred Experience:

5 years business-to-business customer service or help desk experience.Providing customer support service to large customers with complex technical needs.Troubleshooting and solving basic interface and technical issues.Experience documenting information in a CRM system.Experience using an order fulfillment system.

TRAVEL:  < 5% for work meetings (1-2 times per year)

#LI-Hybrid

Compensation:

Target salary range CA, CT, CO, HI, NY, WA: $44,000-$60,200
 

Additional Information:

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.