Web Solutions Associate-3

Web Solutions Associate

·       Job Profile

100296 - Customer Service Rep TR7

·       Job Description Summary

General customer service activities. Handle customer inquiries via phone, email, chat, etc Provide service in an efficient, courteous, professional manner. To view the full job code description, copy and paste the following url into your browser to access the GRF site, https://reachingourpeople.com/career-development/global-role-framework/.

Job Description

Digital Solutions Associate

This exciting role supports the flagship digital legal directory products across Thomson Reuters to ensure success and performance. In this role you will partner across account management, the sales organization and other internal business units to fulfill & maintain client digital ad portfolios.

Job Duties:

·       Creation and maintenance of digital directory ad placements across FindLaw portfolio

·       Fulfillment and maintenance of Call Tracking numbers for clients to measure digital product performance

·       Meet expectations for operational goals for fulfillment completion time frames and quality standards

·       Ensure all new digital product orders are received and set up correctly for fulfillment teams

·       Initiate workflows and assign operations team members for new incoming digital product orders and product updates or refreshes

·       Respond to internal and external customer inquiries via phone, email and chat, etc.

·       Use analysis and critical thinking along with policies and procedures to identify and resolve customer issues.

·       Identify root causes for issues and assess downstream impact to mitigate any recurring issues.

·       Ensure each customer contact is handled in a manner consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention.

·       Report accurate time tracking for product fulfillment and maintenance requests

·       Filter and escalate inquiries as appropriate.

·       Apply active listening skills to diffuse a potentially tense customer interaction.

To be successful in this role, you will need these core competencies:

·       Customer Orientation: Considers and meets internal and external clients’ or customers’ needs and expectations during digital product or service development, manufacturing, marketing, delivery, and/or support.

·       Partnership: Builds and maintains positive working relationships with internal and external customers.

·       Peer Coaching and Developing Others: Demonstrates a genuine interest in improving the skill of internal stakeholders and operations partners.

·       Cultural Agility: Ability to successfully work with people of different cultures and backgrounds.

·       Problem Solving and Decision Making: Identifies problems, develops and evaluates options, and implements solutions.

·       Innovation: Applies original thinking to improve processes.

Key goals for success:

·       Production Goal: Support business success through task and ticket execution

·       Team Success: Enable team through collaboration to meet overall business goals.

·       Customer Service: Incoming call coverage and quality customer experience for inbound & outbound calls

To be considered, you must have these qualifications:

·       Bachelor’s degree or equivalent work experience preferred

·       Experience in customer service or client facing role

·       Prior experience with digital online directories & social media preferred but not required

·       Excellent verbal and written communication

·       Computer and technical skills and ability to learn new systems

We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on thomsonreuters.com.