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Customer Service Representative
Wolters Kluwer - Waltham, MA
posted 2 months ago
About the position
The position involves working with the Clinical Drug Information Medi-Span software suite, primarily providing customer support to Medi-Span clients such as IT departments, healthcare facilities, and clinicians. The role includes responding to customer inquiries, managing issues that require detailed research, and ensuring customer satisfaction through effective communication and problem-solving. This individual contributor role is essential for maintaining strong relationships with customers and representing 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 resolution and communication with customers.
- 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 that exceed expectations.
- 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
