Client Service Representative position at Reed Elsevier in Atlanta

Reed Elsevier is presently looking of Client Service Representative on Tue, 14 Aug 2012 14:43:49 GMT. Elsevier is the world's leading provider of scientific, technical and medical (STM) information, tools and resources. A global company based in Amsterdam, Elsevier partners with scientists, researchers, healthcare providers, educators and decision-makers in academic institutions, governments and corporations to help them find, evaluate and use information. Our breadth of content is unparalleled...

Client Service Representative

Location: Atlanta Georgia

Description: Reed Elsevier is presently looking of Client Service Representative right now, this position will be placed in Georgia. More complete informations about this position opportunity please read the description below. Elsevier is the world's leading provider of scientific, technical and medical (STM) information, tools and resources. A global company based in Amsterdam, Elsevier partners with scientists, researchers, healthcare providers, educators and decision-makers in academic institutions, governments and corporations to help them find, evaluate and use information. Our breadth of content is unparalleled, spanning virtually every STM field in the world and includes such distinguished brands as Gray's Anatomy, The Lancet and Cell. Using innovative technology, we deliver our content through tools that help our customers be more productive and successful in their work. ScienceDirect delivers the worlds' leading journals electronically to over 11 million readers in 200 countries. And physicians in 95 percent of teaching hospitals rely on MD Consult to get critical information that can save lives. Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment. We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization. Elsevier is an Equal Opportunity / Affirmative Action Employer.

Job Purpose:
The Client Service (CS) Specialist position is responsible to evaluate, define and manage daily product training and support activities for customers licensing any MCS electronic product or solution including Elsevier Performance Manager, eLearning Courseware, Nursing Skills or Nursing Consult. The CS Specialist will manage the customer relationship and ensure that all product questions, implementation activities and ongoing support requests are evaluated and effectively executed; and will monitor client utilization of products. The successful individual will display willingness and ability to make accurate and timely decisions; identify and resolve problems in a timely manner; possess excellent organization and communication skills; and take ownership of work activities.

Key Result Areas

Main Activities and Responsibilities Training and Implementation

• Perform in-depth training sessions with customers who purchase any MCS product via WebEx and/or conference line.
• Plan, schedule and manage life cycle of implementation process of products purchased by customers.
• Perform onsite client training as needed to enhance utilization of product(s).

Client Engagement

• Effectively respond to product-related questions and be viewed by customer as "expert" on use and implementation of supported products.
• Submit requests received from customers for items such as data extracts, mass assignments, lesson archives, etc. into company CRM and ensure timely resolution.
• Coordinate and manage communication process with system administrators.
• Effectively respond to product-related questions in accordance with expected service levels
• Manage ongoing customer engagement activities for supported products.
• Work with Technical Services team to effectively define and complete customer requests involving data imports/exports, lesson assignments, lesson archives, custom report requests, etc.
• Validate system updates for customers.

Product Utilization

• Evaluate and report customer's use of products
• Report at risk clients and assist with retention strategy

Process Improvement

• Use knowledge and experience to suggest improvements. Assist in the implementation of approved changes.

Elsevier Competencies:
Character

• Displays Integrity and Honesty
• Is a role model and sets example for his/her work group
• Walks the Talk and avoids saying one thing and doing another
• Always honors commitments and keeps promises

Drive For Results

• Does everything possible to achieve goals
• Accepts responsibility for the results-based outcomes of group.
• Shares credit and recognition for achieving goals

Takes Initiative

• Proactively addresses business demands
• Fosters a team attitude of going above and beyond minimum requirements
• Avoids procrastination that may be damaging to the team or business

Technical/Professional Expertise

• Applies a depth of knowledge & understanding own work and relates to overall business context

Solves Problems & Analyzes Issues

• Brings a strategic perspective to problem solving
• Intuitively understands the important aspects of a problem and thinks through the full impact across clients and/or the product.
• Has a deep understanding of product functionality and business rules to troubleshoot complex questions or problems.

Communication

• Effectively communicate with customers and internal teams using email, verbal discussion, visual presentations, documents, and shared applications such as Salesforce.com and Gemini.
• Documentation of problems, requests and resolutions according to departmental policy.

Collaboration & Teamwork

• Collaborate with Technical Services and other technical support staff to troubleshoot product issues.
• Assist other team members where appropriate.
• Collaborate with sales to manage customer relationship and support effective use of products.

Qualifications:
General Knowledge and Technical Skills: Thorough understanding of current Internet technologies; general knowledge of current software development methodologies and solution architectures. Strong analytical and problem solving skills required including evaluating customer requests and documenting requirements to ensure effective resolution. Ability to work independently and develop the appropriate course of action to resolve customers issue/requests efficiently. Must be able to effectively balance and prioritize various customer priorities and tasks. Excellent follow-up skills and attention to detail required. Superior communication and presentation skills required. Strong analytical skills and natural curiosity and determination to solve problems.

Required Education and Experience: Requirements:

• Bachelor Degree in Business, Computer Technologies, or other related area.
• Minimum of 3 - 5 years of demonstrated customer service and account management experience.
• Proficient in all Microsoft office applications including Word, Excel, and PowerPoint, Visio and Project.
• Familiarity with software development methodologies, .NET and SQL database processing a plus.

Preferred Skill Level:

• 3-5 years experience with learning management systems and knowledge of AICC/SCORM
• 2-3 years online training and education experience
• LMS administration and operations experience

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If you were eligible to this position, please email us your resume, with salary requirements and a resume to Reed Elsevier.

If you interested on this position just click on the Apply button, you will be redirected to the official website

This position starts available on: Tue, 14 Aug 2012 14:43:49 GMT

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