As a Senior Customer Service Representative, you will leverage your specialized skills to provide comprehensive support and resolve non-standard operational problems. You will act as a resourceful team member, contributing significantly to customer satisfaction and operational efficiency. Responsibilities: • Manage complex customer inquiries and provide in-depth solutions. • Conduct advanced troubleshooting and problem resolution. • Assist in refining customer service processes and procedures. • Provide mentorship and support to junior associates. • Handle escalated customer issues and ensure proper resolution. • Perform detailed analysis of customer feedback and suggest improvements. • Oversee and ensure accuracy in customer documentation. • Prepare and deliver reports on customer service metrics. • Participate in cross-functional projects to enhance customer service. • Maintain up-to-date knowledge of industry trends and company products. Skills: • Advanced Communication: Highly effective in both verbal and written exchanges. • Customer Insight: Deep understanding of customer behavior and needs. • Complex Problem-Solving: Ability to resolve advanced issues with innovative solutions. • Analytical Skills: Strong ability to analyze data and provide actionable insights. • Leadership: Capable of mentoring junior associates and leading by example. • CRM Expertise: Proficient in advanced use of CRM and other support software. • Process Improvement: Skilled in optimizing customer service operations. • Industry Knowledge: Updated knowledge of relevant industry trends. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.