Customer Service Operations Associate

As a Customer Service Operations Associate / Account Coordinator, you'll engage in a range of operational and administrative tasks to enhance our customer service processes on the Business License Onboarding Team. 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.

Qualifications:

• Bachelor’s degree from an accredited college/university or equivalent B2B client service experience
• Strongly preferred minimum of two year of business-to-business (B2B) client/customer service experience; preferably consultative customer service experience working within the banking, insurance, hospitality, retail and/or legal industry

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.