Customer Service Representative: Society Account Manager
$34,000–$57,500 year
On-sitePhiladelphia, Pennsylvania, United States or Hagerstown, Maryland, United States
Job Summary
Oversee society billing for assigned accounts, including maintaining billing schedules, preparing society billing based on individual contract terms, and working with Accounts Receivable to collect on past due invoices. Liaise with Society Member Care for requesting various membership/subscriber benefits or serving as the issue escalation path when member trends are identified. Communicate to Publishers any issues, updates, or status changes of society membership and coordinate the society membership list schedule with production through Periodical Operations. Document and share rules of engagement with publishing and society partners via annual attribute letters, while liaising with the Data Control team for list comparisons, uploads, and confirming member counts for invoicing.
Required Qualifications
- High school diploma, GED, or equivalent
- 1+ years experience with one or more of the following: customer service, membership management, list management, or invoicing
- Strong organization, prioritization, and communication skills
- Ability to problem-solve and follow through to resolution
- Strong interpersonal, written, and verbal communication skills, including articulating to management, society leaders, society members, and others
- Ability to maintain professionalism and a high level of service through complex customer interactions
- Ability to multitask and prioritize/change direction as needed
- Well organized and able to prioritize within a fast-paced team environment
- Patient and helpful to customers as well as internal key stakeholders under pressure
- Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process
Desired Qualifications
- Advanced knowledge of Microsoft Office/Office 365 tools
- Experience with CRM system such as Salesforce Service Cloud
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