About You – experience, education, skills, and accomplishments… 

• Bachelor's degree or equivalent relevant work experience in customer care/service

• 1+ years of experience working in a customer support related role

• 1+ years of experience using Microsoft Office Suite, particularly Outlook, Word and Excel

It would be great if you also had...

• Proven customer service skills including acting with urgency, being proactive, thinking like a customer, following up and following through

• Strong interpersonal skills engaging with individuals at all levels

• Exceptional language skills including a clear, crisp, easily understood, direct but pleasant communication

• Excellent written and verbal (face-to-face and phone) communication and problem-solving skills 

• Ability to work through customer conflict and provide resolution using provided guidelines and judgement

• Flexible and adaptable to accommodate customer and business needs

• Ability to establish priorities, manage work independently, and meet deadlines

• Experience training and mentoring others

What will you be doing in this role?

• Acts as a first point of contact and provides verbal and written response 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

• 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)

• Maintain and document detailed customer interactions as well as ensure appropriate turnaround times and response quality to meet customer agreements

• Prioritize and resolve issues while handling sensitive situations with customers and escalating complaints and sensitive topics to a manager, next tier of service and/or relevant department

• Display a team-oriented and positive attitude both within the Customer Care department and when communicating and collaborating with different stakeholders to foster internal relationships with relevant departments

• Participates in internal mentorship programs when needed, to assist in developing confident and motivated staff and ensure customers receive a consistently high-quality service

• Assist team members with additional workloads as deemed necessary by business/customer needs 

• Identify when a customer is at risk and follow the adequate process by raising it to the relevant internal stakeholders 

• Investigate, report and document straightforward customer issues and/or enhancement requests and ensure that both internal and external stakeholders are updated as appropriate 

• 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

About the Team

Our Customer Care Team consists of 40+ individuals in the US and Belgrade. The team is made up of Service Account Managers, Senior Customer Care Advisors and Customer Care Advisors. We are a collaborative; dedicated team focused on providing the highest standard of service excellence for Clarivate's Patent Renewal Customers.

Hours of Work

• This will be a hybrid role working 2-3 days a week in our Alexandria, Virginia office

• Full time, permanent position

Compensation - US only

The expected base salary for this position is $44,000-55,000 USD per year.  This role is eligible for annual bonus earnings.  Individual pay is based upon experience, education, skill and ability, expertise, and relevant factors. In addition to a competitive remuneration package, you will be eligible to participate in a benefits package that includes medical, dental, prescription drug, life insurance, 401k with match, long term disability coverage, vacation, sick time, volunteer time, discount programs, and many more. 

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