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Wolters Kluwer Customer Service Lead - Lien Solutions for DMV in Boston, Massachusetts

The Customer Service Lead is responsible for the assistance and mentoring of a team as they execute the tasks required to deliver an exceptional customer experience throughout the customer continuum. Must have working knowledge of title and registration administration for cars, trucks, boats. This position provides on-the-floor leadership and direction, coaching, and mentoring. In addition, the Customer Service Lead is also responsible for managing and support the processing of Motor Vehicle order processing, supporting the development and maintenance of resource document, incoming contacts and responding to all inquiries by asking questions to determine the appropriate action to fulfill customer needs and resolve their concerns. This role is responsible for typical Contact Center activity in a fast-paced environment.

Responsibilities

  • Provide on-the-floor leadership and direction to team members; Provides input to annual performance reviews and provide input into making recommendations to on potential future hires.

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

  • Handle escalated customer issues either through direct personal action or referral to the proper individual/department.

  • Respond positively to and expeditiously processes all incoming queue calls, inquiries and orders. Receives and responds to customer queries in a timely manner based on informational scripts provided. Enters new client information into client database as needed.

  • Compile and/or updates job details in relevant databases. Follows-up with clients by phone, email or correspondence; Contacts internal departments as necessary to resolve customer-related issues.

  • Keeps records of customer phone and email interactions, recording details of inquiries, complaints, or comments, as well as actions taken in Customer Relationship Management (CRM) System.

  • Refers unresolved customer grievances to designated departments for further investigation.

  • Follow established quality standards and meet established processing time

  • Assess individual customer requirements and direct activities to appropriate departments.

  • Utilize various systems to provide accurate information to customers, including interpreting quotes and promotions and credit policies. Provides required documentation related to each particular inquiry to meet the customer and the organization’s needs. .

  • Job encounters recurring and routine work situations with occasional variations from the norm. Works on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations.

  • Meet personal, team metrics and company metrics and goals.

  • Maintain a current understanding of all WK Lien Solutions product lines.

  • Take part in training and other learning opportunities to improve knowledge and performance level.

  • Perform other related duties/projects as required

Education:

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

Qualifications:

  • Experience as a title clerk with the Department of Motor Vehicle or at dealer groups or at a total loss/ insurance is a must.

  • 4 to 5 years of related customer service experience preferred.

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

  • Accuracy is required in performing all functions of this position. Initiative and organization skills are extremely valuable to ensure good customer service.

  • Ability to receive minimal instructions on a regular basis; Must have the ability to identify and solve problems, make and effectively supported recommendations using sound data and input available.

  • Strong self-motivation, enthusiasm, and positive attitude as a team player

  • Demonstrated understanding of titling jurisdictional requirements is a must.

  • Demonstrated working knowledge of MS office suite (Word, Outlook, Excel, PowerPoint) and Salesforce.

  • Excellent written and oral communication and organization skills; ability to clearly communicate with diverse customer base.

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

  • Ability to discern client needs quickly and effectively; consistently following department policies and procedures.

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

  • Ability to research and offer solutions while adhering to policy guidelines as well ability to appropriately balance the quantity and quality of work.

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

  • Ability to do some travel as needed (could be up to 10%)

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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