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Customer Care Specialist

Thomson Reuters Customer Service & Support 1/12/2018 9:57:55 AM Carrollton, TX United States of America
Job Description

Looking to get your foot in the door with a 12.5 billion dollar, industry leading corporation with offices around the world including Carrollton, TX? No better way to learn and fully understand a business, than by working for its customer service team! Many top business leaders did just that, so why not you? This is a full-time, permanent position.


Role Purpose


Talk with and establish strong emotional connections with callers in a call center environment to deliver a unique customer service experience to customers that will set us apart from our competition.


Responsibilities

  • Respond to customers inquiries via phone, email, chat and establish emotional connection with callers.
  • Inquiries will vary but include address changes, account changes/updates, order status, product feedback, password assistance, billing inquiry, etc.
  • Apply company policy and procedures to resolve routine customer issues
  • Log and classify all calls and requests for assistance in the call tracking database.
  • Filter and escalate inquiries as appropriate.
  • Apply active listening skills to diffuse a potentially tense customer interaction.
  • May include some order processing tasks per customer inquiry.


Scope and Impact


Has daily interaction with customers and plays a pivotal role in maintaining a positive customer relationship by being engaging over the phone and establishing emotional connections with callers while handling issues presented.
This is critical to ensure no negative customer experience occurs, which may have a potential negative impact on revenue, customer satisfaction and retention.


Relationships: Internal / External

  • External: Maintains positive customer relationships as the front-line contact with customers. Ensures the company is represented consistent with the Thomson Reuters brand and values.
  • Internal: Works cross-departmentally as necessary



Thomson Reuters provides professionals with the intelligence, technology and human expertise they need to find trusted answers. We enable professionals in the financial and risk, legal, tax and accounting, and media markets to make the decisions that matter most, all powered by the world's most trusted news organization.

Qualifications

  • Secondary education (high school diploma or equivalent) required.
  • Some previous customer service experience preferred within a call center environment


Technical / Professional Skills & Competencies

  • Strong ability to have engaging conversations with customers while handling customer issues.
  • Ability to work through customer conflict and provide resolution in a positive manner.
  • Strong written and verbal communication skills.
  • Judgment is required to determine resolution (no scripting is utilized).
  • Active listening skills to be used to interpret a customer’s inquiry and to diffuse a potentially tense customer situation.
  • Ability to handle multiple tasks.


Why is Thomson Reuters a great place for me to work?


Each of us brings a unique perspective to our work. That perspective is shaped by where we live, the business we advance, and the decisions we influence. But true impact isn't something any of us achieves alone. It's only possible when ideas connect and talents are shared. Together, the power of our perspectives will move the world. That's why you're being invited to Bring it.


What are Thomson Reuters core values?


Trust: We act with integrity and independence by holding ourselves and each other to be ethical and reliable in all we do.


Partnership: We work together, with each other, with our customers and with industry partners to deliver superior results and experiences.


Innovation: We innovate to serve our customers, drive our growth and win in dynamic business environments.


Performance: We deliver results, excelling at work that positively impacts the world.

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
Carrollton-Texas-United States of America
Req #: JREQ097730
Locations: Carrollton-Texas-United States of America
Job Function: Customer Service & Support
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