Job Details

About the Role:
As a Senior Customer Service Operations Associate, your role involves evaluating and addressing non-standard operational challenges. You will implement improvements, maintain operational standards, and ensure the smooth operation of customer service activities. Your expertisewill support the team's efficiency and enhance overall customer satisfaction through refined process execution.

Responsibilities:
• Conduct more complex data evaluations to guide decisions.
• Address and resolve non-standard operational concerns.
• Develop and implement standard operating procedures.
• Handle escalated customer concerns professionally.
• Monitor and report on team performance metrics.
• Oversee the allocation and utilization of resources.
• Ensure high standards of service through quality assessments.
• Develop strategies for improving service processes.
• Provide guidance to junior associates.
• Support projects aiming at process enhancements.

Skills:
• Advanced Analytical Skills: Ability to interpret complex data and derive insights.
• Operational Knowledge: In-depth understanding of customer service operations.
• Problem-Solving: Enhanced capabilities for resolving complex issues.
• Process Improvement: Expertise in identifying and implementing process improvements.
• Reporting Tools: Familiarity with advanced reporting tools and software.
• Customer Focus: Strong customer service orientation.
• Mentorship Skills: Ability to guide junior associates.
• Multitasking: Proficient in managing various responsibilities concurrently.

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:
$30,600.00 - $51,700.00 USD

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.