Thomson Reuters—Customer Service Specialist

Job description

Description: Job Description: The Customer Service Representative operates in a dynamic, customer-centric environment, managing both internal and external customer inquiries through phone, email, and chat. The role focuses on delivering exceptional customer service with efficiency, professionalism, and courtesy while ensuring customer satisfaction and retention. Key Responsibilities: - Respond to customer inquiries via phone, email, chat, and other communication channels. - Handle account maintenance requests, including address changes, account updates, order status inquiries, product feedback, password assistance, and billing-related concerns. - Resolve customer issues by applying analysis, policies, and procedures, while assessing contract terms and downstream impacts. - Ensure all customer interactions align with Thomson Reuters brand values and service standards. - Identify opportunities for additional products and services and route qualified leads to the appropriate sales teams. - Assist field representatives with account maintenance and customer support as needed. - Accurately log and classify customer calls and requests in the call tracking database. - Collaborate with cross-functional teams to maintain accurate and consistent customer information. - Review customer feedback, identify operational improvement opportunities, and support risk mitigation efforts. Required Qualifications: - Experience in customer service, customer support, or a related role. - Strong verbal and written communication skills. - Ability to manage multiple priorities and meet deadlines in a fast-paced environment. - Proven ability to resolve customer issues independently and make sound decisions. - Experience handling account maintenance, billing inquiries, contract discrepancies, and account reconciliation activities. - Strong problem-solving and analytical skills. - Ability to work effectively with internal and external stakeholders across different levels. Preferred Qualifications: - Experience supporting complex products, services, or high-value customer accounts. - Knowledge of CRM or customer case management systems. - Ability to provide basic to intermediate technical support and troubleshoot customer issues. - Experience identifying sales opportunities and collaborating with sales teams. - Continuous improvement mindset with experience reviewing customer feedback and driving process enhancements. - Ability to adapt quickly to new technologies and business processes. #LI-GS1 What’s in it For You? - Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. - Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. - Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. - Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. - Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. - Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. - Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world. About Us Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here. Learn more on how to protect yourself from fraudulent job postings here. More information about Thomson Reuters can be found on thomsonreuters.com.