Senior Customer Care Advisor

We are looking for a Senior Customer Care Advisor to join our Intellectual Property team at Clarivate. In this role, you will be responsible for providing exceptional customer service and support to internal and external customers. As the initial point of contact, they address customer queries, troubleshoot common issues, and assist customers in resolving problems related to Clarivate's products or services. Customer Care Advisors work across various communication channels, such as phone, email, and chat to assist customers in a prompt, professional, and friendly manner

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

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

• 2+ 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 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

• 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)

• Acts as an internal and/or external point of contact for customer escalations

• Investigates, reports and documents 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

• Participates 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

• Identifies gaps, actively assists the Service Account Manager 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

• Identify 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 and/or Service Account Manager

• Participates in contributing ideas initiatives for improving services, systems, and processes 

• Supports the Manager and Service Account Manager with initiating collaboration across business areas through contribution of specialized knowledge

• 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

• Contributes to knowledge management activities

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

#LI-Hybrid

#LI-LP

At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.