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Job Summary

Frederick, MD 21701
Legal Services
Job Type
Full Time
Career Level
Experienced (Non-Manager)
Job Reference Code

Customer Care Account Manager / 14-11124

About the Job

Position Description:

Wolters Kluwer Law & Business is a leading provider of research products and software solutions in key specialty areas for legal and business professionals, as well as casebooks and study aids for law students. Its major product lines include Aspen Publishers, CCH, Kluwer Law International and Loislaw. Its markets include law firms, law schools, corporate counsel and professionals requiring legal and compliance information.

We are looking for a Customer Care Account Manager to join our team in Frederick, MD.

The Customer Care Account Manager is responsible for handling product and account issues and concerns for our Wolters Kluwer Law & Business public and academic law librarians as well as corporate customers. These issues can include billing problems, order placement, credit adjustments, subscription adjustments, replacement of missing or damaged products, in-depth research, report creation, account consolidation and other items as requested. Position’s incentive plan is based heavily on positive and accurate results.


• Direct contact and responsibility for Wolters Kluwer public and academic law librarians and corporate customers via multiple channels.
• Establish solid team relationship with designated National Sales Representatives, Federal Government Representative, Account Sales Representatives, Account Managers, and Account consultants throughout Wolters Kluwer Law & Business.
• Work with Accounting, Credit & Collections and Order Entry teams in order to service assigned accounts and facilitate timely resolution of account issues.
• Perform initial and periodic account audits, to include, but not limited to, account consolidation, reconcile return discrepancies, credits, and general account issues.
• Handles Customer Care related issues for all former Bowne Products. Maintains the manual Group account renewal process.
• Establish solid customer relationships by clearing long-standing issues, communicating effectively while researching customer complaints, recognizing trends and taking proactive corrective measures.
• Maintain a high level of quality in work and knowledge conveyed to internal and external customers. Must always meet department standards of KPI’s and must consistently meet incentive standards.
• Perform real-time processing of customer requests and follow-up to confirm completion.
• Monitor and report on trends in customer dissatisfaction. Identify areas to improve processes.
• Detect trends in Vista, inbound calls, product issues, and training needs, and escalate to Supervisors and/or Business Analyst for resolution.
• Staff the Law Library and Sales Support queues as well as the Live Chat application.
• Man the supervisory queue, as needed, to supplement coverage.
• Man the Customer Care, Bookstore, and Audit telephone queues during times of high call volume.
• Respond, research, and follow up complex telephone and mail issues.
• Complete understanding of business plan and how it relates to the department.




• High School diploma or equivalent. Some college preferred.

Minimum Experience:

• Minimum of 1+ years’ experience in a Call Center environment.
• Minimum of 1+years’ experience with Vista order management system.
• Intermediate and advanced knowledge of Windows based programs and Outlook. Strong proficiency required in Excel and Word.
• Consistently meets incentive standards for Quality Rate, Noting of Accounts and Call Monitoring scores.
• Strong background of no attendance issues.
• Excellent proven written and verbal skills. Tact and diplomacy is critical because of the high level of the external customer interactions.
• Detail oriented with superior skills in follow-up and problem resolution.
• Proven ability to perform well under pressure.
• Proven ability to make educated and well thought out decisions.
• Ability to communicate a positive impression of the company under difficult circumstances.
• Proven ability to work with minimal supervision.
• Pro-active in presenting areas of opportunity.
• Ability to multi-task while identifying and maintaining priorities.

Preferred Experience (includes minimum):

• Proven leadership experience.
• Advanced knowledge of Aspen tools (Vista, Salesforce, Miser, My Account, Cognos, and Enterprise), processes, paperwork, KLI & Bowne products and procedures.


Founded in 1836, Wolters Kluwer (www.wolterskluwer.com) is a market-leading, global information services company focused on professionals in the legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare markets. It enables legal, tax, finance and healthcare professionals to be more efficient and effective by providing information, software and services that deliver vital insights, intelligent tools, and the guidance of subject matter experts.

Headquartered in Alphen aan den Rijn, the Netherlands, Wolters Kluwer is organized around four customer facing global divisions: Legal and Regulatory, Tax and Accounting, Financial and Compliance Services, and Health. The company employs nearly 19,000 professionals around the world and supports customers in 150 countries. Wolters Kluwer has operations in 40 plus countries across Europe, North America, Asia Pacific and Latin America.
Wolters Kluwer had 2013 annual revenues of €3.6 billion or US$4.6 billion. Revenues are generated from emerging markets (5 percent), Europe (39 percent), and North America (54 percent).

Wolters Kluwer U. S. Corporation and select subsidiaries, divisions, customer/business units are a government contractor/subcontractor. As such, it shall abide by the requirements of 41 CFR §§ 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities.

For more information about our products and organization, visit www.wolterskluwer.com, follow @Wolters_Kluwer on Twitter, or search for Wolters Kluwer videos on YouTube.


Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions, customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.


For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com TTY is also available at 888 (4985) 4771.

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