Customer Service Rep job – LexisNexis – Bozeman, MT

Customer Service Rep

LexisNexis

364 reviews


Bozeman, MT

Position requires a representative with a strong customer focus to interact with customers. Primary responsibility of the CSR is to provide information in response to inquiries about products and services and to handle and resolve complaints. The delivery of this information demands a strong ability to meet deadlines and turn-around times as stipulated by SLAs. The CSR displays precision, perseverance and possesses great listening skills to timely meet the customers’ expectations. With the customer’s best interest in mind, the CSR shows outstanding problem solving and technical skills as the CSR works with internal partners in handling any customer requests building great relationships along the way with both the internal partners and the customers. A successful CSR is someone who understands the importance of great customer service, knows the company strategy, builds great relationships with all key stakeholders and as a result turns LN customer service into a key competitive advantage.

Accountabilities:

  • Resolve customer’s issues on the first contact whenever possible.
  • Follow up with callers on all issues that cannot be resolved on first call.
  • Set the expectation of a follow up time with the client before the end of the initial call.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken for reporting purposes.
  • Navigate systems including WinESP, Customer Requirements, EE Admin, EE, RNW, Seibel, Right Choice, STAR, Verint Research any client issues and escalate to Supervisor if a larger issue is identified.
  • De-escalate callers by giving them the confidence that their issue will be handled.

Qualifications:

  • HS Diploma required.
  • Degree preferred Min. 2 years in a CS support role CRM experience Utilize PC daily-Microsoft Office, Excel, Word. Ability to effectively prioritize work.
  • Work environment is such that deadlines may fluctuate in accordance with task urgency or constraints.
  • Must be extremely adaptable and be able to stay focused.
  • Must be able to adapt to intense workloads, schedules and diverse situations with a sense of urgency.
  • Ability to handle stressful, rapidly changing situations involving large customers.
  • Ability to simultaneously handle multiple customer requests and deadlines.

LexisNexis Risk Solutions (www.lexisnexis.com/risk) is a leader in providing essential information that helps customers across all industries and government predict, assess and manage risk. Combining cutting-edge technology, unique data and advanced scoring analytics, we provide products and services that address evolving client needs in the risk sector while upholding the highest standards of security and privacy. LexisNexis Risk Solutions is part of RELX Group plc, a leading publisher and information provider that serves customers in more than 100 countries with more than 29,000 employees worldwide. LexisNexis Risk Solutions is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.

Job Posting
Dec 12, 2016, 3:32:13 PM

Unposting Date
Ongoing

364 reviews

About secureteam

secureteam
A Computer Programmer whose articles got mentions from the likes of The New York Times, Kissmetrics and AllTopStories. He writes articles, novels and poems; spends most of his time reading everything he could get his hands on. He is currently pursuing his Masters from The University of Illinois and holds a Bachelors in Electronics Engineering from the University of California. He is a programmer, a motivational writer and speaker.

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