Senior Customer Service Representative - R0059656

Wolters Kluwer is seeking a Senior Customer Service Representative to support clients and operational processes. The role manages multi-jurisdictional searches and filings, handles complex customer inquiries, oversees order processing and service quality, and mentors junior associates.

Responsibilities:

• Manage multi-jurisdictional search and filing requests
• Efficiently manage the entire order process from initial client inquiry through processing, invoicing and follow-up
• Responsible for conducting UCC/lien searches, preparing and reviewing reports, reviewing search results from vendors/correspondents and/or jurisdictions
• Manage complex customer inquiries utilizing industry and internal system knowledge. Convert inquiries into actionable orders
• Provide mentorship and support to junior associates
• Build and maintain client relationships by providing excellent customer service
• Oversee and ensure accuracy as well as quality of services and products
• Responsible for filing UCC financing statements/amendments and recording documents
• Assist with client account set up and maintenance
• Assist with maintaining internal reference materials
• Maintain up-to-date knowledge of industry trends and company products

Requirements:

• Advanced Communication: Highly effective in both verbal and written exchanges
• Customer Insight: Deep understanding of customer behavior and needs
• Leadership: Capable of mentoring junior associates and leading by example
• CRM Expertise: Proficient in advanced use of CRM and other support software
• Process Improvement: Skilled in optimizing customer service operations
• Industry Knowledge: Updated knowledge of relevant industry trends
• Must be a positive team player and be able to effectively communicate with colleagues and clients
• Work and thrive in a fast-paced, high-energy environment