CS Manager (Customer Service Assistant Mgr.) - Hybrid (WI-Madison) R[redacted] | FCC - CLC/Business Filings | Wolters Kluwer

About 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 not only foster a positive work environment but also contribute to customer satisfaction and loyalty, making a significant impact on our company's success.

Hybrid: Eight 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. This role is a part of FCC | CLC - Business Filings | Wolters Kluwer. Please view the site office location directory for office USA-WI-Madison-Junction Rd. | #LI-Hybrid

Shift Hours: 8:30am-5pm CT | Required every Tuesday and Wednesday Onsite

Skills:
• Leadership: 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.

Responsibilities:
• Supervise 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.

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. 🔗 https://www.wolterskluwerbenefitsguide.com/welcome/

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and requirements. The job description provided is subject to revision and modification at any time

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:
$60,700.00 - $106,000.00 USD

This role is eligible for Bonus.

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.