Manager, Customer Service - Licensing
Wolters Kluwer is a global leader in professional information services.
Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world.
BASIC FUNCTIONS Responsible for assisting the operations manager with licensing team oversight, including providing support to at least five full-time service team members; team scheduling; facilitates New Hire and on-going training; serving as an escalation point for customer service calls; monitors phone calls and other work efforts to assess team member effectiveness; develops and delivers necessary feedback/coaching; accepts other assignments as necessary to create capacity for immediate supervisor.
Essential Duties and Responsibilities Plans, schedules, and monitors the performance of team members assigned to customer service duties.
Reviews legal documents prior to filing.
Monitors new team member performance in alignment with service expectations, providing coaching and development as appropriate.
Represents the Customer Service, and potentially all of Service as asked, in meetings, events, and customer interaction.
Assists with interviewing and hiring process.
Serves as a liaison between service organization and all other departments interacting with Service, including Marketing, IT, and Finance.
Tending to escalated customer service inquiries Organizes and maintains internal files and documents storage.
Maintains state forms library and filing procedures.
Continues to serve customer base in frontline capacity, with goals tied to overall team and company performance, and with a typical week consisting of approximately one-third of time spent in this specific frontline role.
(Subject to variation at the discretion of immediate supervisor and management team.
) Other Duties Provide leadership and direction to the service team in evolving compliance practices and their impact on the sales & service processes and opportunities.
Participates in key industry meetings, trade shows and service and sales meetings as appropriate.
Proactively pursues professional development activities.
Performs other duties as requested.
Job Qualifications Note:
The following are considered minimal requirements, and should not be interpreted as an exhaustive list of qualifications.
A demonstrated ability to provide positive leadership in a team environment.
Ability to consistently exhibit strong leadership, strategic thinking and supervisory skills.
Exceptional customer service orientation and customer relationship management skills necessary.
Excellent written and verbal communication skills; excellent presentation skills.
The ability to initiate, lead and drive projects to successful completion.
Education & Experience Minimum:
Bachelor's Degree in Business or related discipline; OR, if no degree, 3 years of consultative customer service and/or management experience.
Preferred:
3
years of consultative customer service and/or management experience, including:
Managing or supervising customer service operations.
Managing or supervising a team (eg, delegating, motivating, performance appraisal).
Experience working for a CLS Operations Team.
Travel requirements Less than 5% Physical Demands Normal office requirements.
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.
They're not intended to be an exhaustive list of all duties and responsibilities and requirements.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world.
BASIC FUNCTIONS Responsible for assisting the operations manager with licensing team oversight, including providing support to at least five full-time service team members; team scheduling; facilitates New Hire and on-going training; serving as an escalation point for customer service calls; monitors phone calls and other work efforts to assess team member effectiveness; develops and delivers necessary feedback/coaching; accepts other assignments as necessary to create capacity for immediate supervisor.
Essential Duties and Responsibilities Plans, schedules, and monitors the performance of team members assigned to customer service duties.
Reviews legal documents prior to filing.
Monitors new team member performance in alignment with service expectations, providing coaching and development as appropriate.
Represents the Customer Service, and potentially all of Service as asked, in meetings, events, and customer interaction.
Assists with interviewing and hiring process.
Serves as a liaison between service organization and all other departments interacting with Service, including Marketing, IT, and Finance.
Tending to escalated customer service inquiries Organizes and maintains internal files and documents storage.
Maintains state forms library and filing procedures.
Continues to serve customer base in frontline capacity, with goals tied to overall team and company performance, and with a typical week consisting of approximately one-third of time spent in this specific frontline role.
(Subject to variation at the discretion of immediate supervisor and management team.
) Other Duties Provide leadership and direction to the service team in evolving compliance practices and their impact on the sales & service processes and opportunities.
Participates in key industry meetings, trade shows and service and sales meetings as appropriate.
Proactively pursues professional development activities.
Performs other duties as requested.
Job Qualifications Note:
The following are considered minimal requirements, and should not be interpreted as an exhaustive list of qualifications.
A demonstrated ability to provide positive leadership in a team environment.
Ability to consistently exhibit strong leadership, strategic thinking and supervisory skills.
Exceptional customer service orientation and customer relationship management skills necessary.
Excellent written and verbal communication skills; excellent presentation skills.
The ability to initiate, lead and drive projects to successful completion.
Education & Experience Minimum:
Bachelor's Degree in Business or related discipline; OR, if no degree, 3 years of consultative customer service and/or management experience.
Preferred:
3
years of consultative customer service and/or management experience, including:
Managing or supervising customer service operations.
Managing or supervising a team (eg, delegating, motivating, performance appraisal).
Experience working for a CLS Operations Team.
Travel requirements Less than 5% Physical Demands Normal office requirements.
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.
They're not intended to be an exhaustive list of all duties and responsibilities and requirements.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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