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Posted: Wednesday, January 31, 2018 5:54 PM

Customer Support Specialist
**Requisition Number:** 17\\-17724
**State:** Minnesota
**City:** St Cloud
**Shift:** Not Applicable
**Job Description:** 17\\-17724 Customer Support Specialist
Wolters Kluwer s Governance, Risk & Compliance division is looking for a Customer Support Specialist to join our Compliance Solutions team in St\\. Cloud, MN\\.
Governance, Risk & Compliance \\(GRC\\) is a division of Wolters Kluwer that provides a broad spectrum of solutions, services and expertise to legal, finance, risk and compliance professionals and small business owners to help manage myriad governance, risk and compliance challenges in dynamic markets and regulatory environments, globally\\. GRC Solutions serves more than 350,000 customers in more than 150 countries, including 70% of Fortune 500 companies, 92% of the world s top banks, 90% of the Am Law 100 and more than 300,000 small businesses\\. The division has a global footprint, with workforce in 28 countries\\. Our clients include corporate legal departments, insurers, small businesses, financial services companies, brand professionals, underwriters, governments and compliance and risk professionals\\.
The Compliance Solutions \\(CS\\) business unit of Wolters Kluwer consists of businesses that empower professionals in highly regulated industries to make the best decisions in a rapidly changing, global environment by providing the knowledge\\-rich solutions and services they need to manage risk across their business, improve efficiency and profitability, and support their firm s goals\\.
As the Customer Support Specialist you will have primary responsibility for all incoming contacts by responding to all inquiries and determining the appropriate action to resolve each issue across multiple lines of business\\. Uses independent judgment and decision making to provide assistance to all customers \\(internal and external\\) regarding our products and services\\. The Customer Support Specialist is an integral part of the Support Services Department that receives approximately 1,000\\+ phone calls per week; 2,000\\+ emails; and processes an average of 6,000\\+ ordered items per week\\.
The Customer Support Specialist researches answers, gathers customer requirements and order information, resolves customer complaints and escalates issues when appropriate\\. Uses SAP system to enter/update orders according to customer requirements and manages orders through the fulfillment process\\. Identifies all issues related to invoicing, contract/maintenance renewals, and licensing to ensure orders are invoiced accurately and promptly\\. Required to staff phone lines and fulfill orders for our core, regional, and national markets by using advanced customer service skills for custom, special, and complex products which have unique requirements and critical standards\\. Coordinates necessary fulfillment tasks for special projects and conducts consultative appointments with customers to gather critical order information\\. Interacts with customers by interpreting their business needs and matching them with appropriate WKFS compliance products\\. Maintains extensive knowledge of detailed and complex legal regulations and compliance for multiple jurisdictions as well as regulatory differences between consumer and commercial products; between banks and credit unions; and numerous state specific issues for each type of organization\\. Responsible for maintaining high customer satisfaction and world class service standards while representing the Customer Support Department\\.
Essential Duties & Responsibilities:
Customer Support \\(45%\\)
Confers with customers by telephone and email to provide information about products and services
Researches answers and examines all relevant information to provide resolution to customer inquiries and/or issues\\. Escalates issues when appropriate\\.
Gathers critical customer requirements and to complete order information
Data Entry/ Order Entry \\(45%\\)
Uses SAP system to accurately enter/update customer orders according to customer requirements and monitors and coordinates the order through the fulfillment process\\.
Identifies all issues related to invoicing, contract/maintenance renewals and licensing to ensure orders are invoiced accurately and promptly\\.
Other responsibilities \\(10%\\)
May include participation in other corporate initiatives, etc\\.
Other job\\-related instructions and job\\-related duties as requested by their manager\\.
**Qualifications:** Minimum Qualifications:
Education: 2 year post\\-secondary education in related field or equivalent job related experience
3 years' experience and demonstrated ability in customer service, telephone communications or inbound call center
SAP experience preferred
Previous banking/financial institution experience preferred
Other Knowledge, Skills, Abilities or Certifications: \\(First list requirements, followed by preferences\\.\\)
Excellent communication skills \\(verbal and written\\) with the ability to discern caller needs quickly and effectively, speak clearly and use good grammar while consistently following department policies and procedures when working with cross\\-functional teams\\.
Excellent attention to details with the ability to retain knowledge of operating systems, procedures, products, compliance and customer information while managing multiple tasks and maintaining high accuracy standards
Excellent research ability to offer solutions while adhering to policy guidelines
Ability to manage multiple tasks while maintaining high accuracy standards
Proficiency with using Microsoft Word, Excel, and Outlook
Ability to remain calm in stressful situations and remain flexible in a changing work environment
Ability to display strong organizational and prioritization skills by planning work efforts to maximize efficiencies and productivity
Strong problem solving and independent judgment skills with ability to cross sell/up sell in order to match customer needs to WKFS solutions
Ability to work independently and in a team
Displays strong ability to manage projects
Ability to analyze, interpret and develop/design reporting on specific products, etc\\.
Ability to negotiate accurate and timely solutions
Assume quality control and project management
Ability to work on written material for long periods of time while maintaining excellent attention to detail
Willing to assume the risk of error in creating a safe harbor of compliance as it relates to WKFS's compliance warranties
Excellent ability to proofread and edit documents
Ability to build and maintain strong relationships in order to maintain the customized practices required in the Regional/National markets
Lean Six Sigma for Services
Travel Requirements
Physical Demands
Finger dexterity and sedentary work requiring sitting for long periods of time
Visual viewing of PC for long periods of time
Ability to work flexible hours from 7:00 a\\.m\\. to 6:00 p\\.m\\. including overtime as business needs dictate
Extensive keyboarding
Apply to:

Wolters Kluwer N\\.V\\. \\(AEX: WKL\\) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors\\. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services\\.
Wolters Kluwer reported 2016 annual revenues of 4\\.3 billion\\. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide\\.
Wolters Kluwer shares are listed on Euronext Amsterdam \\(WKL\\) and are included in the AEX and Euronext 100 indices\\. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program\\. The ADRs are traded on the over\\-the\\-counter market in the U\\.S\\. \\(WTKWY\\)\\.
For more information about our solutions and organization, visit www\\.wolterskluwer\\.com, follow us on Twitter, Facebook, LinkedIn, and YouTube\\.
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\\.
For any assistance with your application for this job opening, please call the HR Source at \\(888\\) 495\\-4772 or email HRSource@WoltersKluwer\\.com\\. TTY is also available at 888 \\(495\\) 4771\\.
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