CS Manager (Customer Service Assistant Mgr.) – Hybrid (WI-Madison) R0058426About the Role: As a CS Manager (Customer Service Assistant Mgr.), you will lead a dynamic team of entry‑level professionals dedicated to delivering outstanding customer service. This role involves guiding team members to ensure they meet performance goals, resolve customer issues, and provide exceptional service. Your leadership will foster a positive work environment and contribute to customer satisfaction and loyalty, making a significant impact on our company's success.HybridEight days a month, we come together in the closest office (WI‑Madison) within 50 miles to experience the value of connecting with colleagues. You will report to the Customer Service Manager and work under the leadership of the Vice President II, General Management.Shift Hours8:30am-5pm CT | Required every Tuesday and Wednesday onsiteRequired Legal StatusMust be legally authorized to work in the United States without employer sponsorship, now or in the future.SkillsLeadership: Ability to guide and motivate a team.Communication: Clear and effective verbal and written communication.Problem Solving: Aptitude for resolving customer and team issues efficiently.Time Management: Ability to manage multiple tasks and priorities.Customer Service Tools: Familiarity with customer relationship management (CRM) software.Performance Monitoring: Techniques for tracking and measuring team performance.Coaching: Methods to develop team skills and improve performance.Conflict Resolution: Skills for managing and resolving conflicts within the team.ResponsibilitiesSupervise day-to-day activities of the customer service team.Ensure team adheres to performance metrics and customer service standards.Conduct regular team meetings to communicate updates and address concerns.Assist team members in resolving escalated customer issues.Monitor and evaluate individual and team performance.Provide ongoing coaching and development for team members.Manage team schedules to ensure adequate coverage.Collaborate with other departments for process improvements.Prepare and present daily/weekly performance reports.Maintain a positive and motivating work environment.Compensation$60,700.00 - $106,000.00 USD. This role is eligible for Bonus.BenefitsWolters 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.Equal Employment OpportunityEQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Afficative 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.#J-18808-Ljbffr
At Wolters Kluwer, we excel at creating content solutions for use in a professional context in the fields of health, corporate services, finance, tax, accounting, law, regulation, and education. We are professionals serving professionals and are committed to delivering essential content, software, and services to help our customers make their most critical business decisions. Utilizing the latest in information technology, we ensure that our customers have the solutions they need, when they need them, and in the media best suited to their requirements. When we achieve this, we deliver on our goal of being the market leader in content in context.
Partners in Innovation
Wolters Kluwer professionals are continuously engaged in an ongoing exchange of expertise and ideas with our customers about their work. This partnership in innovation is at the heart of meeting our commitment to the lawyers, doctors, nurses, tax advisors, teachers, and business executives we serve. Knowledge of their professional workflows and the ability to apply emerging technologies to make them more efficient and productive are at the heart of this partnership.
Leading Positions and Brands
Strong market positions are very important to our business strategies at Wolters Kluwer, and we value the leading positions we hold in most of our markets. Across all of our markets, we own strong, enduring brands in North America such as Adis International, Aspen Publishers, Bankers Systems, CCH, ClineGuide, CT Corporation, Kluwer, Facts & Comparisons, IFI Claims, Lippincott Williams & Wilkins, Loislaw, Medi-Span, Ovid Technologiesand Skolar. These brands have promised and delivered high quality information for decades, and we are committed to continuing to do everything necessary to earn, retain, and expand leadership positions in our selected markets.