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Wolters Kluwer Manager, Client Services in Baltimore, Maryland

Start a career with Wolters Kluwer. We are hiring in our Governance, Risk & Compliance (GRC) division. GRC is a division that provides a broad spectrum of solutions, services and expertise to legal, finance, risk and compliance professionals and small business owners.

The Manager, Customer Service is the first level of management within Client Services and is responsible for the tactical leadership of a team as they execute the tasks required to deliver an exceptional customer experience throughout customer continuum. This position provides on-the-floor leadership for exempt and non-exempt associates and direction through direct supervision, coaching, mentoring and continual process improvement.

Essential Duties and responsibilities

  • Provides direct floor and personnel leadership to the ASM’s and other team members through coaching. one on one and team meetings. This is a leadership position in a fast-paced inbound customer support center.

  • Responsible for reviewing daily capacity volumes to determine their team’s capacity to take additional work or if they need assistance with their current workload. They are also responsible for running daily queue checks and working with other site managers to disburse open orders across the network, leveraging available capacity.

  • Handles escalated customer issues either through direct personal action or referral to the proper individual/department. Coordinates site resources for the resolution of system related problems. Provides specific feedback to other departments to aid in the identification and resolution of all open issues.

  • Builds cohesive teams, bringing out the best from subordinates while fostering teamwork and collaboration. Establishes trust and maintains relationships with peers, subordinates, Sr. Leadership and customers.

  • Evaluates and manages personnel issues such as requests for time-off, scheduling issues and deployment of work. Provides on-the-job guidance, motivation and coaching to the associates and ASM’s.

  • Leads by example. Recommends and provides input for annual reviews, recognition, and disciplinary action. Demonstrates an approachable style by words and actions. Interviews effectively, evaluates and make recommendations to management on potential hires.

  • Effectively resolves complex customer complaints. Demonstrates persistence and a sense of appropriate urgency to resolve problems or process improvements successfully. Enforces established standards and established performance measurements.

  • Creative in dealing with shifting requirements and comfortable in pressure situations.

  • Committed to contributing whatever is necessary to complete pending assignments

  • Evangelizes the benefits of change effectively and courageously. Anticipates problems or needed process improvements and generates ideas followed up with a bias for action and results.

  • Analyzes daily statistical call center activity data via Industry software. Provides specific feedback to the workforce manager to aid in the identification and resolution of all system performance issues. Interprets daily workload and coordinates various departments to fulfill demand requirements.

  • Acts independently to determine methods and procedures. Evaluates situations that impact operations and decide level of support and response required.

  • May be required to perform other related duties as required or assigned

Job Qualifications

Education:

  • 2 to 4 years post-secondary education in a related field or 6+ years’ equivalent experience in customer service

Experience:

  • 6+ years of related customer service experience preferred.

  • Prior experience working in title processing, title management environment

  • Prior customer service management experience a plus

  • Experience managing remote teams

  • Demonstrated working knowledge of personal computer applications such as Windows, Microsoft Word, Excel, PowerPoint and Salesforce.

Other Knowledge, Skills, Abilities or Certifications :

  • Effective people leadership skills.

  • Strong ability to drive/create a production environment.

  • Process - strong ability to create process efficiencies.

  • Change management – candidate should have good change management skills.

  • Excellent written and oral communication skills targeted to the audience. Ability to clearly communicate with diverse customer base.

  • Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers as well the ability to handle confidential and/or proprietary information.

  • Ability to network and leverage resources from other geographic sites.

  • Ability to discern client needs quickly and effectively; speaks clearly and uses good grammar while consistently following department policies and procedures.

  • Presents information and maintains documentation of client interactions in a clear and organized manner.

  • Strong attention to detail with the ability to retain knowledge of operating systems, procedures, products and customer information while managing multiple tasks and maintaining high accuracy standards.

  • Strong organizational skills and comfort in juggling multiple assignments concurrently.

  • Ability to research and offer solutions while adhering to policy guidelines.

  • Consistently applies job knowledge to achieve results and strives for continuous improvement.

  • Works effectively independently and within a team environment with minimal supervision.

  • Ability to appropriately balance the quantity and quality of work.

  • Effectively follows through on commitments to customers and internal employees.

  • Must have the ability to identify and solve problems, make and effectively supported recommendations using sound data and input available.

  • Must be able to become proficient in WK Lien’s order entry systems and processes.

Travel requirements

  • Local and national about 10% of the time

Physical Demands

  • Normal office environment

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.

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