Client Care Associate - Technology/Legal
Company Name:
CCH Tax & Accounting, a Wolters Kluwer business
## Job Description
TyMetrix is a global market leader in delivering intelligent enterprise legal management, professional services, and legal analytics solutions that empower corporate legal departments, law firms and claims organizations to manage the business of law. It provides clients with quality legal management software, services and solutions, including spend and matter management, collaboration, performance metrics, and the expertise required to manage risk, reduce costs and gain the insight required to meet their strategic objectives. The brand's TyMetrix Legal Analytics service offering combines unparalleled analytical and legal domain expertise with LegalVIEW , the world's largest permission based contributory data warehouse of legal performance data. Legal Analytics provides predictive and analytical models, benchmarking and insights to legal departments and all professionals involved in managing the business of law. For more information, please visit .
We currently have an exciting opportunity available for a Client Care Associate to join our team in Hartford!
The Client Care Associate (CCA) is responsible for providing superior customer service by identifying customers' wants and needs, resolving or delegating items, following them through to completion, and communicating all progress to customers and internal teams. The CCA also mentors Client Care Representatives and provides advanced customer support for client issues. Activities of the Client Care Associate include: assisting customers with questions or issues regarding the products and services the organization provides; providing advanced support to clients and internal teams; contributing to customer satisfaction and organizational success; and representing Wolters Kluwer.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Assists customers with questions or issues regarding products and services the organization provides by receiving incoming requests from customers (e.g., telephone in call center, fax, post, chat, e-mail, face-to-face); identifying the customers' needs and recording thorough case notes; categorizing customer requests or issues; resolving basic customer service inquiries (e.g., customer material requests, product educational support, billing and payment issues); escalating complex issues that require additional expertise; following up and driving escalated issues to closure; providing timely responses to customers and internal teams on issue status and resolution; updating the database with changes to present and prospective customers' statuses; and translating common issues into knowledge base materials to reduce recurring issues and inquiries.
Provides advanced support to clients and internal teams by applying expertise of company products and services to directly support clients with questions and issues; tracing and resolving the root cause of customer issues; providing level-2 and level-3 support for escalated issues; acting as a coach and mentor to Client Care Representatives; and supplying subject matter expertise to account teams.
Contributes to customer satisfaction and organizational success by liaising between various customers and business entities; building customer interest in products and services offered by the organization; facilitating the collection of competitive information to monitor business opportunities and trends; providing feedback on the effectiveness and soundness of policies and procedures in the customer service department; and meeting established company standards for productivity, schedule adherence and quality.
Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism.
## Qualifications
Education
Preferred: Bachelor's Degree in Business, Computer Science, or related discipline.
Experience, Knowledge and Tools
Minimum
Experience: 1 year of customer service experience, including:
Computing and data entry.
Troubleshooting via phone/e-mail.
Working cross-functionally to resolve issues.
Preferred
Experience: 3 years of customer service experience, including:
Analyzing issues and providing solutions.
Learning multiple product lines.
Minimum Knowledge:
Customer service.
Interpersonal and collaborative skills.
Problem solving.
Conflict resolution.
Written and verbal communication skills.
Prioritization, multitasking and organizational skills.
Keyboarding.
Windows applications.
English language.
Preferred Knowledge:
Experience Service non-US based customers and English as a second language customers
BusinessObject (or equivalent OLAP tool set).
Wolters Kluwer products and services.
Tools:
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Telephone/headset.
BusinessObjects.
ABOUT WOLTERS KLUWER & ITS SUBSIDIARIES
Founded in 1836, Wolters Kluwer ( ) is a market-leading, global information services company focused on professionals in the legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare markets. It enables legal, tax, finance and healthcare professionals to be more efficient and effective by providing information, software and services that deliver vital insights, intelligent tools, and the guidance of subject matter experts.
Headquartered in Alphen aan den Rijn, the Netherlands, Wolters Kluwer is organized around four customer facing global divisions: Legal and Regulatory, Tax and Accounting, Financial and Compliance Services, and Health. The company employs nearly 19,000 professionals around the world and supports customers in 150 countries. Wolters Kluwer has operations in 40 plus countries across Europe, North America, Asia Pacific and Latin America.
Wolters Kluwer had 2013 annual revenues of EUR3.6 billion or US$4.6 billion. Revenues are generated from emerging markets (5 percent), Europe (39 percent), and North America (54 percent).
Wolters Kluwer U. S. Corporation and select subsidiaries, divisions, customer/business units are a government contractor/subcontractor. As such, it shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities.
For more information about our products and organization, visit , follow @Wolters_Kluwer on Twitter, or search for Wolters Kluwer videos on YouTube.
EQUAL EMPLOYMENT OPPORTUNITY
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, national origin, disability, or protected veteran status.
INFORMATION
For any assistance with your application for this job opening, please call the HR Source at or email . TTY is also available at .
Posting Job Title: Client Care Associate - Technology/Legal
Requisition Number: 14-10988
State: Connecticut
City: Hartford
Shift: Shift 1Estimated Salary: $20 to $28 per hour based on qualifications.
CCH Tax & Accounting, a Wolters Kluwer business
## Job Description
TyMetrix is a global market leader in delivering intelligent enterprise legal management, professional services, and legal analytics solutions that empower corporate legal departments, law firms and claims organizations to manage the business of law. It provides clients with quality legal management software, services and solutions, including spend and matter management, collaboration, performance metrics, and the expertise required to manage risk, reduce costs and gain the insight required to meet their strategic objectives. The brand's TyMetrix Legal Analytics service offering combines unparalleled analytical and legal domain expertise with LegalVIEW , the world's largest permission based contributory data warehouse of legal performance data. Legal Analytics provides predictive and analytical models, benchmarking and insights to legal departments and all professionals involved in managing the business of law. For more information, please visit .
We currently have an exciting opportunity available for a Client Care Associate to join our team in Hartford!
The Client Care Associate (CCA) is responsible for providing superior customer service by identifying customers' wants and needs, resolving or delegating items, following them through to completion, and communicating all progress to customers and internal teams. The CCA also mentors Client Care Representatives and provides advanced customer support for client issues. Activities of the Client Care Associate include: assisting customers with questions or issues regarding the products and services the organization provides; providing advanced support to clients and internal teams; contributing to customer satisfaction and organizational success; and representing Wolters Kluwer.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Assists customers with questions or issues regarding products and services the organization provides by receiving incoming requests from customers (e.g., telephone in call center, fax, post, chat, e-mail, face-to-face); identifying the customers' needs and recording thorough case notes; categorizing customer requests or issues; resolving basic customer service inquiries (e.g., customer material requests, product educational support, billing and payment issues); escalating complex issues that require additional expertise; following up and driving escalated issues to closure; providing timely responses to customers and internal teams on issue status and resolution; updating the database with changes to present and prospective customers' statuses; and translating common issues into knowledge base materials to reduce recurring issues and inquiries.
Provides advanced support to clients and internal teams by applying expertise of company products and services to directly support clients with questions and issues; tracing and resolving the root cause of customer issues; providing level-2 and level-3 support for escalated issues; acting as a coach and mentor to Client Care Representatives; and supplying subject matter expertise to account teams.
Contributes to customer satisfaction and organizational success by liaising between various customers and business entities; building customer interest in products and services offered by the organization; facilitating the collection of competitive information to monitor business opportunities and trends; providing feedback on the effectiveness and soundness of policies and procedures in the customer service department; and meeting established company standards for productivity, schedule adherence and quality.
Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism.
## Qualifications
Education
Preferred: Bachelor's Degree in Business, Computer Science, or related discipline.
Experience, Knowledge and Tools
Minimum
Experience: 1 year of customer service experience, including:
Computing and data entry.
Troubleshooting via phone/e-mail.
Working cross-functionally to resolve issues.
Preferred
Experience: 3 years of customer service experience, including:
Analyzing issues and providing solutions.
Learning multiple product lines.
Minimum Knowledge:
Customer service.
Interpersonal and collaborative skills.
Problem solving.
Conflict resolution.
Written and verbal communication skills.
Prioritization, multitasking and organizational skills.
Keyboarding.
Windows applications.
English language.
Preferred Knowledge:
Experience Service non-US based customers and English as a second language customers
BusinessObject (or equivalent OLAP tool set).
Wolters Kluwer products and services.
Tools:
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Telephone/headset.
BusinessObjects.
ABOUT WOLTERS KLUWER & ITS SUBSIDIARIES
Founded in 1836, Wolters Kluwer ( ) is a market-leading, global information services company focused on professionals in the legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare markets. It enables legal, tax, finance and healthcare professionals to be more efficient and effective by providing information, software and services that deliver vital insights, intelligent tools, and the guidance of subject matter experts.
Headquartered in Alphen aan den Rijn, the Netherlands, Wolters Kluwer is organized around four customer facing global divisions: Legal and Regulatory, Tax and Accounting, Financial and Compliance Services, and Health. The company employs nearly 19,000 professionals around the world and supports customers in 150 countries. Wolters Kluwer has operations in 40 plus countries across Europe, North America, Asia Pacific and Latin America.
Wolters Kluwer had 2013 annual revenues of EUR3.6 billion or US$4.6 billion. Revenues are generated from emerging markets (5 percent), Europe (39 percent), and North America (54 percent).
Wolters Kluwer U. S. Corporation and select subsidiaries, divisions, customer/business units are a government contractor/subcontractor. As such, it shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities.
For more information about our products and organization, visit , follow @Wolters_Kluwer on Twitter, or search for Wolters Kluwer videos on YouTube.
EQUAL EMPLOYMENT OPPORTUNITY
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, national origin, disability, or protected veteran status.
INFORMATION
For any assistance with your application for this job opening, please call the HR Source at or email . TTY is also available at .
Posting Job Title: Client Care Associate - Technology/Legal
Requisition Number: 14-10988
State: Connecticut
City: Hartford
Shift: Shift 1Estimated Salary: $20 to $28 per hour based on qualifications.
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