Customer Service Operations Associate

About the role

As a Customer Service Operations Associate, you'll engage in a range of operational and administrative tasks to enhance our customer service processes. You'll address customer inquiries, monitor operational performance, and collaborate with team members to ensure efficient service delivery. Building on your foundational knowledge, you will help improve our processes and ensure customer satisfaction.

Responsibilities

* Oversee basic workflow tasks. * Create and interpret simple operational reports. * Update and maintain standard operating procedures. * Provide first-line support and escalate issues as needed. * Track and report on resource utilization and call volumes. * Conduct basic quality checks and audit customer interactions. * Suggest improvements for operational efficiency. * Help coordinate and document training sessions. * Manage follow-up activities for unresolved customer issues. * Offer support to team members on operational activities.

Skills: * Analytical Skills: Basic analysis and interpretation of data. * Customer Service: Enhanced customer interaction capabilities. * Workflow Coordination: Better understanding of workflow management. * Detail-Orientation: Maintain attention to nuanced details. * Basic Reporting: Capability to create and interpret basic reports. * Time Management: Efficient handling of multiple tasks. * Problem-Solving: Improved problem-solving abilities. * Technical Skills: Familiarity with more advanced office and operational software.

Our Interview Practices To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you-not a digital assistant.

• To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process.
• Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
• Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation

$29,200.00 - $48,900.00 USD This role is eligible for Bonus. Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

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. Full details of our benefits are available upon request.