Wolters Kluwer Customer Service Representative in Indianapolis, Indiana

To reduce the variability that stands in the way of effective care, Wolters Kluwer Health solutions deliver clarity when and where it matters most. Our trusted medical evidence and technology solutions engage clinicians, patients, students, researchers, and the next generation of healthcare providers to drive more effective decisions and consistent outcomes across the continuum of care. Our proven solutions include learning and research, advanced clinical decision support, patient engagement, surveillance solutions and more. Learn more at www.wolterskluwer.com/health.

We are searching for a Customer Service Representative, to be located in our Hagerstown, Maryland office. The hours for this position will be, Monday through Friday from 11:00am-7:30pm EST.

The Customer Service Representative provides customer pre & post-sales support across Wolters Kluwer Health applications for a variety of inquiries, billing issues and product/service concerns in a high-volume, fast-paced environment. The Customer Service Representative will be required to effectively multitask by accessing and updating customer records utilizing multiple computer applications, systems and resources. The customer base spans across individuals, medical professionals and students, medical and academic faculty and researchers who interact with customer service via phone, email, web-based queries and other forms of correspondence.

Working within a supportive team, the Customer Service Representative will take full ownership of a range of issues and manage these through to resolution. This ensures a seamless integration with Wolters Kluwer Health clients' business processes as we work to efficiently resolve customer issues. Daily activities require liaising with other departments and fully diagnosing problems that have been submitted directly by end users.

Training on the company's wide product range and all tools necessary to implement customer requests will be provided. Ongoing training sessions will be conducted on updates to existing products and new products released by WK Health.

Essential Duties and Responsibilities:

  • Respond to customer service enquiries that will include such tasks as: tax exempt adjustments, pay per view, order entry and queries related to orders, journal access, claims, gratis, group hospital, Stedmans product line, web store, and general updates such as address changes

  • Meet and exceed customer expectations

  • Meet and exceed established quality guidelines

  • Meet and exceed established attendance policy

  • Utilize electronic systems to ensure that all enquiries and customer contacts are logged as they occur

  • Able o work extended hour shift

  • Flexibility to adjust shift hours with advanced notice

Education:

  • High School Diploma or GED

Experience:

  • 1 - 2 years' experience in a call center environment

  • Proficient in MS Outlook, Word, Excel

Desired experience:

Other Knowledge, Skills, Abilities or Certifications: (First list requirements, followed by preferences.)

  • Ability to work extended hour shift

  • Flexibility to adjust shift hours with advanced notice

  • Fluent in oral and written English

  • Excellent verbal and written communication skills

  • Flexible and able to adjust daily routine

  • Well organized and able to prioritize a high workload in a team environment

  • Patient and helpful under pressure

Preferred or desired knowledge:

  • Bi-lingual Spanish ability

Normal office environment

ABOUT WOLTERS KLUWER

Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Wolters Kluwer reported 2017 annual revenues of €4.4 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY). For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.

EQUAL EMPLOYMENT OPPORTUNITY (EEO)

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions, customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

INFORMATION

For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at 888 (4985) 4771.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled