Senior Customer Service Representative – Onsite (Dover, DE)  R0060189

Senior Customer Service Representative – Onsite (Dover, DE)  R0060189   Job Description:   As a Senior Customer Service Representative , you will leverage your specialized skills to provide comprehensive support and resolve non-standard operational problems. You will act as a resourceful team member, contributing significantly to customer satisfaction and operational efficiency   Onsite :   838 Walker Road, Dover, DE 19904   (5 days a week)   Shift Hours:   Shift One (11am - 8PM) and Shift Two (8am-5PM)   Must be legally authorized to work in the United States without employer sponsorship, now or in the future.   Required Job Qualifications:   Educational Experience:  High school diploma or equivalent required. | Preferred Education: Bachelor’s degree and/or 3-5 years’ experience in serving in similar role.   Skills: Advanced Communication :  High-level verbal and written communication skills. Specialized Problem-Solving :  Ability to address and resolve more complex issues. Advanced Analytical Skills :  Strong ability to interpret and act on customer data. Deep Technical Proficiency :  In-depth knowledge of company products/services. Advanced CRM Management : Proficient and effective use of CRM systems. Customer Advocacy : Strong focus on representing customer needs within the company. Cross-Functional Collaboration: Effective teamwork across different departments. Customer Education : Expert in providing in-depth training sessions to customers. Team Collaboration :  Ability to work well with others in a team environment whether remote, hybrid, or in office. Industry Knowledge :  Extensive knowledge of the corporate services and/or willingness to learn.   Responsibilities: Manage complex customer inquiries and provide in-depth solutions. Conduct advanced troubleshooting and problem resolution. Assist in refining customer service processes and procedures. Provide mentorship and support to junior associates. Handle escalated customer issues and ensure proper resolution. Perform detailed analysis of customer feedback and recommend improvements. Oversee and ensure accuracy in customer documentation. Prepare and deliver reports on customer service metrics. Participate in cross-functional projects to enhance customer service. Maintain up-to-date knowledge of industry trends and company products. 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.   🔗 https://www.wolterskluwerbenefitsguide.com/welcome/   Company Overview Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal…