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The Customer Service Operations Associate (“CSOA”), a role within the Account Services Department, has two primary responsibilities. First, for any renewal filing, the CSOA is responsible for outreach to various licensing agencies to obtain the form/notice needed to renew a particular license. Second, the CSOA is responsible for agency outreach, once any application has been filed with a jurisdiction with the goal of obtain evidence of approval. CSOAs work closely with the team’s Customer Success Associates (“CSA”) to navigate through any issues that may arise during these processes.
Essential Duties and responsibilities
Contact jurisdictions to obtain renewal notices as well as to determine whether filed applications and registrations have been approved.
Record needed next steps to file renewals and work with CSA to resolve any issues preventing confirmation of approval.
Update internal database with approval details or follow up notes.
Demonstrate diligence with respect to follow ups, both internally and externally, to complete all tasks assigned.
Other Duties
Other duties as assigned.
Job Qualifications
Education: Minimum Bachelor’s degree, or equivalent
Experience: 1-2 years of customer service and licensing experience is preferred
Other Knowledge, Skills, Abilities or Certifications: (First list requirements, followed by preferences.)
Exceptional interpersonal skills to communicate with partner representatives, government agencies, colleagues and clients
Use of considerable tact and discretion when dealing with partners, clients, or sensitive data
Ability to adapt to changing regulatory environment
Ability to work independently, handle pressure, multi-task and prioritize work at all times
Excellent organizational and communication (both verbal and written) skills
Ability and desire to work in a fast paced environment
Outstanding skills using personal computers in a Windows-based environment (including Microsoft Office Suite and Adobe PDF)
Excellent attention to detail and high degree of accuracy and consistency
Top of the line organization skills in all facets of project workflow
Collaborative, problem-solving approach to improve department performance and address challenges
Ability to maintain a customer centric focus and work ethic at all times
High energy, positive mindset with ability to see barriers as a challenge to be overcome rather than a limitation or deterrent
Travel requirements
None.
LOCAL REGULATIONS AS NEEDED
N/A
Physical Demands (United STATES)
N/A
Compensation:
Target salary range CA, CT, CO, HI, NY, WA: $44,000-$60,200
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and 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, sexual orientation, gender identity, national origin, disability, or protected veteran status.