Job Information
Clarivate Analytics US LLC Senior Customer Care Advisor in Ann Arbor, Michigan
Clarivate is seeking a dynamic Senior Customer Care Advisor to join our global Customer Care team. In this role, you will ensure customer satisfaction is maintained at a high level by resolving customer issues a timely and efficient manner. Utilizing your strong analytical and problem-solving skills, you will develop and implement customer care strategies to enhance customer retention and loyalty.
About You - experience, education, skills, and accomplishments... Bachelor's degree from an accredited college or university 2+ years of professional client-facing customer service experience
It would be great if you also have... 1+ year(s) of Intellectual Property (specifically, patents and trademarks) customer service experience Experience in MS Office 365, Excel, Word, PowerPoint, MS Teams, Outlook etc.
What will you be doing in this role?... Act as a first point of contact and provide verbal and written frontline as well as advanced support to customer inquiries via multiple communication channels (phone, email, chat) utilizing the Customer Relationship Management (CRM) and/or IT Service Management (ITSM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures and best practices Efficiently resolve customer inquiries and requests related to products and services, in a professional, accurate, courteous and timely manner using various communication channels (phone, email, chat) Act as an internal and/or external point of contact for customer escalations. Investigate, report and document more complex customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate. Display a team-player attitude both within the Customer Care department and when communicating and collaborating with different stakeholders to foster internal relationships with relevant departments Participate in internal mentorship, training and peer review programs, to assist in developing confident and motivated staff and ensure customers receive a consistently high-quality service Identify gaps, actively assists the team to help the organization of internal training of existing products & quality monitoring and to build expertise in frontline teams. Assist team members with additional workloads as deemed necessary by business/customer needs Proactively identifies when a customer is at risk and follow the adequate process by raising it to the relevant internal stakeholders Proactive in identifying any potential operational improvement opportunities and coverage gaps and flagging them to the Manager Participate in contributing ideas initiatives for improving services, systems, and processes Support with initiating collaboration across business areas through contribution of specialized knowledge Demonstrate Clarivate's company values at all times Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization Contribute to knowledge management activities
About the Team Our team consists of 700+ individuals located across the globe. Our primary focus is to ensure our customers receive a best-in-class service experience using our products. We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication.
Hours of Work This is a full-time position, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed. This is a hybrid position working in the Alexandria, VA office 2-3 days a week.
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Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, col