Customer Service Representative

Customer Service Representative Location: USA - Hagerstown, MD LOCATION: Hybrid – 8 days a month in the office (Hagerstown MD). OVERVIEW Our Customer Service Representative will handle inbound customer calls, mail and e-mail, responding to customer requests, while projecting a professional company image.  They will identify, research, and resolve customer issues using provided tools, training, and resources. RESPONSIBILITIES Answers inbound customer calls. Identifies whether customer calls should be forwarded to appropriate staff and completes call transfer, if necessary. Handles customer requests that come through mail and emails. Researches and solves general billing issues. Responsible for completing multiple paperwork forms to resolve customer issues. Generates customer letters/e-mails in response to customer queries. Recognizes, documents, and alerts Team Leads and Supervisors of customer contact trends. Participates in department and company meetings. Completes project work as assigned Adheres to all department policies Adheres to published schedules QUALIFICATIONS Education: High School Diploma or G.E.D. Some college preferred. Experience: Six months to one year of experience working in a customer service/call center environment preferred. Other Knowledge, Skills, Abilities or Certifications: Intermediate knowledge of Microsoft Word, Microsoft Excel, and Outlook is preferred. Excellent written and verbal skills. Able to communicate clearly and concisely. Detail oriented with skills in follow-up and problem resolution. Able to perform well under pressure. Ability to make educated and well thought out decisions. Ability to multi-task while identifying and maintaining priorities. Uses an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects. Applies appropriate actions to effectively control elevated customer calls. Flexibility required for all aspects of the job TRAVEL: none #LI-Hybrid Our Interview Practices To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Compensation: $25,200.00 - $42,300.00 USD Compensation range listed is based on primary location of the position.  Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process. Additional Information: Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.