The Customer Service Representative for Wolters Kluwer Health (WKH) UpToDate Inc. is responsible for providing exceptional customer service to fulfill customer needs in a timely and professional manner. Activities include: developing a deep understanding of UpToDate systems, processes, products, services and customers; providing exceptional customer service; providing product information to secure new orders; participating in organizational activities to meet or exceed company objectives; and representing Wolters Kluwer within the industry.

Essential Duties and responsibilities

• Develops a deep understanding of UpToDate systems, processes, products, services and customers by attending and fully engaging in formal and informal training/mentoring sessions (e.g., initial 3 week training, new product/feature training); engaging in self-directed learning (e.g., studying information provided in a timely manner); developing an in-depth knowledge of all systems, tools, templates and processes used within the department; developing and maintaining a current and comprehensive knowledge of all UpToDate products and services (e.g., features, benefits, pricing, intended use, value proposition); developing and maintaining relationships with internal teams (e.g., technical support, sales, management); and collaborating with peers and management to continuously improve (e.g., accepting critical feedback and implementing suggestions).

• Provides exceptional customer service by receiving and responding to inbound customer questions in a timely manner (e.g., live chat, e-mail, telephone, fax); gathering information to develop a deep understanding of customer needs and promote a “one contact” customer service environment; fulfilling basic customer needs (e.g., resending invoices, resending DVDs, changing address); providing comprehensive responses to customer inquiries (e.g., billing questions, product use); escalating advanced technical issues to technical support (e.g., download issues); escalating customer complaints to a senior customer service representative or manager; providing detailed background information for all escalations; ensuring the highest level of accuracy, completeness and professionalism with all customer interactions; meeting or exceeding individual and team performance goals (e.g., chat/talk time, chats, emails and calls taken, speed of answer, service level, first contact resolution); and maintaining timely and accurate records of all activities in accordance with company policy.

• Provides product information to secure new orders by fielding customer questions regarding UpToDate products and services; providing comprehensive answers to customer questions (e.g., product description, use, cost); promoting and articulating the value and benefits of UpToDate products and services; collecting information and securing orders for new customers (e.g., physicians, clinicians); cross-selling and up-selling products and services to existing customers; and prequalifying and escalating potential enterprise leads to the enterprise sales team.

Other Duties

• Proactively pursues professional development activities (e.g., establishing personal networks).
• Manages time and company resources appropriately.
• Performs other duties as assigned by supervisor.

Job Qualifications

Education:

Bachelor’s Degree from an accredited 4-year college or university preferred – healthcare related field desirable

Experience:

2-3 years of customer service and/or call center experience

Other Knowledge, Skills, Abilities or Certifications:

• Demonstrating strong analytical and problem solving skills.
• Demonstrating strong organizational, time management and multi-tasking skills.
• Demonstrating excellent written and verbal communication skills.
• Demonstrating strong interpersonal skills.
• Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint and Outlook).
• Typing proficiency: 40-60 wpm.

Travel requirements

Travel required – None

Physical Demands

Normal office environment.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.