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Senior Customer Service Technical Associate

Company: Wolters Kluwer
Location: Irvine
Posted on: June 6, 2021

Job Description:

The Senior Customer Service Technical Associate for Wolters Kluwer (WK) Corporate Legal Services (CLS) CT Corporation ( is a midlevel position responsible for providing behind the scenes customer service via phone and e-mail to internal customers (e.g., law firms, corporations). The Senior Associate fulfills orders, challenges, needs and requests, and utilizes product and industry knowledge to provide answers and initiate upsell. Activities of the Senior Associate include: contributing to knowledge of the department, company and industry as a whole; providing consultative service as the initial point of contact for customer inquiries; proactively managing work orders through the entire lifecycle; promoting additional CT offerings to meet customer needs; managing financial transactions; participating in organizational activities to meet or exceed company objectives; and representing Wolters Kluwer within the industry.

Essential Duties and responsibilities

  • Works in partnership with Relationship Managers and Service Team to process revenue by processing document orders and providing transactional support

  • Perform Companies House searches, including entity corporate information, directorship searches and registered charge/mortgage searches

  • Process orders for Certificates of Good Standing and coordinate return of evidence to Relationship Managers or Service Team members

  • Process other Companies House document orders, coordinate certification process as applicable and coordinate return of evidence to Relationship Managers or Service Team members

  • Perform Land Registry searches and document orders and coordinate return of evidence to Relationship Managers or Service Team members

  • Assist with notarizations, apostilles and legalizations as required

  • Maintains and extends knowledge of full line of CT products including features, benefits, pricing, intended use, value proposition and competitive position in order to effectively consult with clients, directly or indirectly, by attending and engaging fully in standard product training session for new hires; completing all self-study reading, exercises, and activities in the prescribed timeline; engaging in one-on-one training with the leadership or training team as needed; researching and learning how the products fit into customers' processes and contribute to their business performance; and reviewing competitor information to be able to compare and contrast them with CT products.

  • Must be comfortable setting and managing expectations, responding quickly and accurately to internal and external partners, providing a deep level of expertise about client needs, as well as specific jurisdictional requirements. Work extensively with global partners to complete projects, tracking, and updating all parties on project status; maintaining accurate order, financial and customer records; and providing consultative customer service throughout the entire project lifecycle.

  • Promotes additional CT offerings to meet customer needs by identifying opportunities to up-sell and cross-sell the full array of CLS products and services (e.g. UCC, domestic referrals, managed services); providing comprehensive answers to questions about CT products and services; setting clear expectations regarding the capability of CT products and services; engaging additional resources to help advance or close sales opportunities (e.g., management, sales); participating on sales calls upon request; promoting increased usage of CT's products and services; and partnering with account executives or business consultants in the development of customer accounts.

  • Participates in organizational activities to meet or exceed company objectives by identifying and reporting opportunities to increase individual and/or team efficiency; applying subject matter expertise to special projects that will help achieve company objectives; and collaborating with peers to develop and advance company-wide initiatives and strategies.

  • 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 initiative; communicating Wolters Kluwer competitive advantage to customers in a compelling articulate manner in 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.

Job Qualifications


Minimum: Bachelor's Degree in Liberal Arts, Business, Management or related discipline; OR, if no degree, 9 years of consultative customer service and/or account management experience.

Experience, Knowledge and Tools

Minimum: 5 years of consultative customer service and/or project management experience, including:

  • 2 years project management experience or 5 years working as a paralegal in the legal service industry

  • Providing high-level customer support to internal and external customers

  • Identifying and closing upsell and cross-sell opportunities

  • Building strong relationships with customers and team members

  • Meeting deadlines for multiple concurrent projects

  • Identifying and/or implementing process improvements

  • Working independently and in a team environment

  • Demonstrating project management skills

  • Demonstrating strong analytical and problem-solving skills

  • Demonstrating strong organizational, time-management and multitasking skills

  • Demonstrating strong written and verbal communication

  • Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint)

Preferred: 6 years of consultative customer service and/or account management experience, including:

  • 1 year working as a Senior Customer Specialist, Implementation Specialist or Manager.

  • Demonstrating an expert knowledge of industry knowledge


  • proficiency or knowledge of related applications

  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Sharepoint)

Keywords: Wolters Kluwer, Irvine , Senior Customer Service Technical Associate, Other , Irvine, California

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