Vacancy expired!
Basic FunctionAs an Account Services Representative your primary responsibility will be to resolve customer inquiries pertaining to billing, account administration, orders / returns, and inventory. Customer inquiries will be via phone, web tickets, email, and online chat. In this role you will need tocreate and manage cases for inquiries that require additional research and analysis
collaborate with other teams such as Accounts Receivables, Sales and Order Management to resolve inquiries
keep customers and respective sales representatives up to date on status of inquiry resolution
ask the customer the right questions to ensure accurate inquiry resolution
Essential Duties and responsibilitiesManage cases, phone, e-mail, and chat support for customer account inquiries; identify, resolve, and escalate issues when necessary; document these interactions in our customer relationship database
Initiate communication with other teams within our organization, and demonstrate judgment regarding the resolution.
May assist in discussing payment terms as needed, based on assessment of account status to ensure payment.
Prepare detail and accurate billing adjustments and credit requests as needed.
Prepare detail and accurate inventory reconciliations
Provide feedback to management and others about balances and issues related to client's accounts.
Assisting customers in ordering / returning publications
Adhere to schedule designation for phone, online chat, or web ticket support
Other DutiesOther duties as assigned.Please note: As an Account Services Representative, you will be expected to accommodate overtime hours that may include evenings & weekends as needed to meet objectives during peak season.This is a hybrid role (2 days in the office, 3 days remote) - therefore, you must be able to travel to either the Wichita, KS office OR Kennesaw, GA office at least 2 days per week.Job QualificationsMinimum Qualifications :Required: High School Certificate or GED
2+ years of experience in billing, accounts receivables, general order and account management
Desktop and mobile computing skills, working knowledge of internet browsing and searching
MS Excel proficiency
Preferred Qualifications:Associate's Degree –degrees in Business, English, Accounting or Finance
Use of tax and accounting software
Knowledge of SAP and SalesForce system management
Other Knowledge, Skills, Abilities or Certifications: (First list requirements, followed by preferences.)Service orientation - high commitment to meeting needs of customers and colleagues
Advanced professional communication skills both written and verbal
Is persistent in overcoming challenges to accomplish goals
Ability to diffuse and provide effective resolution to customer complaints
Strong analytical and decision making skills
Ability to articulate complex information clearly
Detail-oriented and able to handle multiple top priorities
Ability to function in a fast-paced, collaborative, matrixed team environment
Strong work ethic and passion for excellence
Demonstrated ability to work independently and meet deadlines with full supervision
Ability to work flexible schedule and manage overtime as required to meet objectives
Ability to adjust quickly to changing job duties and processes
Travel requirementsNonePhysical DemandsNormal Office EnvironmentThe 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.EQUAL EMPLOYMENT OPPORTUNITYWolters 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.
Vacancy expired!