Customer Service Specialist, Customer Service and Support
General customer service activities. Handle customer inquiries via phone, email, chat, etc Provide service in an efficient, courteous, professional manner.
About the Role
General customer service activities. Handle customer inquiries via phone, email, chat, etc Provide service in an efficient, courteous, professional manner.
In this opportunity as Customer Service Specialist II, you will:
Respond to incoming calls and email cases, providing accurate and timely answers and forward resolution for highly complex issues and requests
Acts with urgency and takes ownership of issues, driving for complete resolution and follow through
Provides support primarily to Sales and Client Management organization
Backup support for other teams, including frontline, as needed
Manages multiple priorities and works professionally with other departments and business units to drive resolution
Performs research and analysis while ensuring adherence to policies and procedures in resolving customer issues
Interprets customer issues and assesses downstream impact to mitigate any recurring issues
About You
You're a fit for the role of Customer Service Specialist if your background includes:
Minimum of 1 year current experience in Legal Customer Service and Support as a CSR with substantial customer service & contact center experience (internal candidate)
Minimum 3 years SOLID CSR experience.
Effective analytical and decision-making skills
Effective knowledge of Thomson Reuters Legal products and services
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 required
Working knowledge of computer systems, including but not limited to Microsoft Office products
Ability to identify solutions, not just problems and drive related process improvements to reduce or eliminate customer friction.
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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:
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
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.
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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More information about Thomson Reuters can be found on https://thomsonreuters.com.