Customer Service Representative

$44,000 - $60,200/Yr

Wolters Kluwer - Waltham, MA

Full-time - Entry Level

Hybrid - Waltham, MA

Publishing Industries

About the position

The position involves working within the Clinical Drug Information team, primarily focusing on customer support for the Medi-Span software suite. The role requires responding to customer inquiries, managing issues that require detailed research, and ensuring customer satisfaction through effective communication and problem-solving. The individual will also assist in onboarding new accounts and represent Wolters Kluwer in the industry.

Responsibilities

• Learn the Medi-Span products and services through training and hands-on experience.
• Provide customer support for incoming questions or issues regarding products and services.
• Serve as the contact for content and data acquisition issues, ensuring timely communication and resolution.
• Assist with onboarding of new accounts by establishing rapport and providing necessary product assistance.
• Contribute to customer satisfaction and organizational success by fostering professional relationships and delivering solutions.
• Represent Wolters Kluwer by maintaining knowledge of products and industry trends, and communicating effectively with customers.

Requirements

• High school diploma or equivalent; Bachelor's degree preferred.
• 2+ years of business-to-business customer service or help desk experience.
• Experience working with professionals through phone and email.
• Ability to build relationships with co-workers and customers.
• Experience gathering and analyzing customer data and user requirements.
• Strong communication skills with technical and non-technical customers at all organizational levels.

Nice-to-haves

• 5 years of business-to-business customer service or help desk experience.
• Experience providing customer support 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.

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave