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Operations Support Representative

Thomson Reuters Customer Service & Support 1/11/2018 2:13:09 PM Eagan, MN United States of America
Job Description

DIVISION/ GROUP/ ROLE:       

FindLaw (www.findlaw.com) is the leading provider of online legal information and solutions for the legal community, professionals and consumers.

PRIMARY OBJECTIVE:

The Operations Support Representative ensures business rules for order processing are enforced and is responsible for scheduling project calls with clients and internal team members. They ensure timely fulfillment and maintenance of Directory products and have high interaction with sales field, customers, and internal department employees.

KEY RESPONSIBILITIES:

  • Working understanding of our business systems, policies/procedures and products
  • Participate in product development projects, provide requirements and test implemented solutions
  • Provide training and documentation to the team for system enhancements and new products
  • Work collaboratively with cross functional teams to devise new solutions to simplify processes and drive efficiencies
  • Proactively identify problem areas, trends and opportunities, recommend action plans and follow through with solutions
  • Contact clients to schedule project calls and/or collect critical information needed for fulfillment
  • Own scheduling projects and take appropriate action to ensure calls complete within set business duration goals
  • Complete fulfillment of Activity Tracking numbers, work with vendor to identify and resolve issues
  • Ensure timely and accurate fulfillment of new Directory orders and maintenance requests, work with vendor to identify and resolve issues

  • Ensure appropriate call coverage is available on the call queue during business hours
  • Provide excellent customer service to clients and internal associates in response to incoming calls
  • Proactively respond to high level customer product questions and requests
  • Own and resolve customer issues received via incoming calls to the call queue

QUALIFICATIONS, EXPERIENCE, KNOWLEDGE and SKILLS

Minimum Qualifications:

  • Bachelors Degree in a related field or equivalent experience

Experience:

  • 2+ years experience in customer service or sales support role strongly preferred

Knowledge:

  • Knowledge of SAP, Excel, MS Office Systems preferred

Hours:

  • Must be able to work from 9:30am-6:00pm, Monday-Friday

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

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 thomsonreuters.com/careers.

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



Locations
Eagan-Minnesota-United States of America
Req #: JREQ097041
Locations: Eagan-Minnesota-United States of America
Job Function: Customer Service & Support
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