Customer Service Associate Customer Service Associate …

Wolters Kluwer
in Chicago, IL, United States
Permanent, Full time
Be the first to apply
Competitive
Wolters Kluwer
in Chicago, IL, United States
Permanent, Full time
Be the first to apply
Competitive
Customer Service Associate
Customer Service Operations Associate USA-IL-Chicago-South LaSalle St/en-US/External/job/USA-IL-Chicago-South-LaSalle-St/Customer-Service-Operations-Associate_R0009759/apply

Essential Duties and Responsibilities:


Develops and maintains knowledge of the department, company and industry as a whole by
attending and fully 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 organization; learning and
developing knowledge of all processes used within the department (e.g., representation account
processes); learning and developing knowledge of all systems and applications used within the
department; developing a comprehensive knowledge of all CT products and services; and collaborating
with peers and management to continuously improve (e.g., accepting critical feedback and
implementing suggestions).
Partners with team members to review completed orders for accuracy prior to invoicing by
reviewing financial reports (e.g., Dashboard, Billing Pipeline, order age, 572 and 575) to identify orders
that can be invoiced; learning when to follow up with Customer Specialists and Management to address
stalled orders; ensuring customer preferences have been met for all orders; ensuring financial charges
are accurate for all orders; helping to join companies to the proper affiliation group; ensuring delivery
instructions are accurate; assisting the preparation of correspondence for monthly bundle billing
accounts (e.g., invoices, spreadsheets); and printing the invoice and final cover letter to be sent to the
customer.
Helps to correct invoice errors to ensure an accurate and timely delivery by identifying and
documenting order defects (e.g., pricing errors); securing approval to issue credit memos and invoice
only orders; ensuring approval is documented in the order event log; and following up to ensure the
timely delivery of all invoices (e.g., bundle billing accounts).
Reviews and updates customer records to ensure accuracy by reviewing various internal reports to
identify new or updated representation records; partnering with the Account Team on record clean-up
projects; adding or updating account information in the records database; identifying items (e.g., name
changes) that can be handed off to the offshore team (CORE); researching addresses for undeliverable
Service of Process items; and executing all account updates timely, completely and accurately.
Develops the ability to provide quality consultative customer service to all accounts by answering
questions pertaining to CTs representation services; helping to identify add-on selling opportunities as
it relates to representation matters; learning how to generate customer IDs and passwords for
CTAdvantage.com; learning how to generate Company Books for customer review upon request; and
learning how to activate the customers Compliance Calendar upon request.
Participates in organizational activities to meet or exceed company objectives by partnering with
other QAMs and Managers to help develop action plans to reduce or eliminate defects; identifying
opportunities to collaborate across groups and/or leverage partnerships; and collaborating with peers to advance company-wide initiatives.

Key Requirements:

Education
Minimum: Bachelors Degree in Business or related discipline; OR, if no degree, 5 years of business
experience.

Experience
Minimum: 1 year of detail-oriented business experience, including:
Participating in extracurricular activities or associations.
Working independently and in a team environment.
Demonstrating strong analytical and problem solving skills.
Demonstrating organization, prioritization, and multi-tasking skills.
Demonstrating strong written and verbal communication.
Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Preferred: 1 year of quality assurance, including:
Managing multiple concurrent projects.
Coaching and mentoring team members.
Collaborating across multiple internal teams.
Working in the accounting, banking, insurance, hospitality, retail or legal industry.

All Locations: USA-IL-Chicago-South LaSalle StPosted YesterdayFull timeR0009759

Wolters Kluwer (WKL) is a global leader in professional information, software solutions, and services for the health, tax & accounting, finance, risk & compliance, and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with advanced technology and services.

Wolters Kluwer reported 2019 annual revenues of 4.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 19,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

For more information about our solutions and organization, visit , follow us on , , and .


EQUAL EMPLOYMENT OPPORTUNITY

Wolters Kluwer 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 any other protected status.

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