Job Description
The Customer Service Coordinator provides customer pre & post-sales support across Wolters Kluwer Health applications for a variety of inquiries, billing issues and product/service concerns in a high-volume, fast-paced environment. The Customer Service Coordinator will be required to effectively multitask by accessing and updating customer records utilizing multiple computer applications, systems and resources. The customer base spans across individuals, medical professionals and students, medical and academic faculty and researchers who interact with customer service via phone, email, web-based queries and other forms of correspondence.
Working within a supportive team, the Customer Service Coordinator will take full ownership of a range of issues and manage these through to resolution. This ensures a seamless integration with Wolters Kluwer Health clients’ business processes as we work to efficiently resolve customer issues. Daily activities require liaising with other departments and fully diagnosing problems that have been submitted directly by end users.
Training on the company's wide product range and all tools necessary to implement customer requests will be provided. Ongoing training sessions will be conducted on updates to existing products and new products released by WK Health.
Essential Duties and Responsibilities
- Respond to customer service enquiries that will include such tasks as: tax exempt adjustments, pay per view, order entry and queries related to orders, journal access, claims, gratis, group hospital, Stedmans product line, web store, and general updates such as address changes
- Utilize electronic systems to ensure that all enquiries and customer contacts are logged as they occur
- To assist supervisor with the management of daily activities over a group of representatives, that handle customer service inquiries and problems via the telephone and sometimes e-mail
- Manage customer inquiries from onset to resolution through idependent problem-solving skills aiming for a one-call resolution when possible.
- Ask relevant questions to understand customers needs and requirements
- Utlilize CRM system data to monitor quality control of customer interactions; assist with managing documentation of QA process for team.
- Adhere to critical monthly deadlines to ensure minimal backlogs and provide expected level of service
- Use provided systems and procedures to monitor quality control for all customer interactions
- Participate in the testing of modifications or upgrades to the fulfillment system
- Perform other tasks/duties as assigned
Education
Experience
- Required minimum 4 - 5 years' experience in a call center environment (USA voice-based)
- Proficient in MS Outlook, Word, Excel
Other Knowledge, Skills, Abilities
- Ability to work extended hour shift
- Flexibility to adjust shift hours with advanced notice
- Flexible and able to adjust daily routine
- Well organized and able to prioritize a high workload in a team environment
- Patient and helpful under pressure
