Customer Support/Ops Specialist III

Do you enjoy solving complex customer challenges while delivering exceptional service?

Do you thrive in a collaborative environment where you can mentor others and continuously improve customer experiences?

About the Team

Our Client Success team is committed to delivering an outstanding experience to every customer by providing timely, accurate, and professional support. We work collaboratively across the organization to resolve complex issues, improve processes, and build lasting customer relationships that drive satisfaction and business success.

About the Role

The Client Success Specialist serves as a trusted resource for customers, providing exceptional support for billing inquiries, service requests, product information, suggestions, and complaint resolution. This role combines strong customer relationship skills with analytical problem-solving to deliver effective solutions while identifying opportunities to enhance customer value.

As a recognized expert within the Client Success function, you will independently manage complex customer situations, recommend best practices, support continuous process improvement, and mentor less experienced team members. You will collaborate across departments to ensure customers receive a seamless and positive experience while contributing to operational excellence.

Responsibilities

• • Deliver exceptional customer service by responding to billing inquiries, service requests, suggestions, and customer concerns in a timely and professional manner.
  • Resolve complex customer inquiries and complaints fairly, effectively, and with sound business judgment.
  • Provide accurate product and service information while identifying opportunities to strengthen customer relationships and support revenue growth through additional products or services.
  • Recommend and implement customer-focused solutions that improve the overall customer experience.
  • Analyze customer issues from a broad perspective and develop innovative, effective resolutions.
  • Interpret internal and external business issues and recommend best practices that improve operational performance.
  • Collaborate with cross-functional teams to ensure customer needs are addressed efficiently and consistently.
  • Work independently while exercising sound judgment, seeking guidance only on the most complex situations.
  • Support continuous improvement initiatives by identifying process enhancements and sharing recommendations.
  • Train, coach, and mentor junior team members, serving as a subject matter expert within the Client Success organization.
  • Maintain high standards of productivity, quality, and professionalism while contributing to team success.

Requirements

• • Have a bachelor's degree or equivalent work experience.
  • Have experience in Client Success, customer service, or a related customer-facing role.
  • Demonstrate excellent verbal and written communication skills with a strong customer-focused mindset.
  • Have the ability to resolve complex customer issues using sound analytical and problem-solving skills.
  • Be able to work independently while effectively managing multiple priorities.
  • Have experience interpreting customer needs and recommending appropriate solutions.
  • Be comfortable collaborating across multiple teams and functions in a dynamic environment.
  • Demonstrate the ability to identify opportunities for process improvements and operational efficiencies.
  • Have experience mentoring or coaching team members, or the ability to provide guidance as a subject matter expert.
  • Be proficient with Microsoft Office and customer relationship management (CRM) systems.

Work in a way that works for you

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.  We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, we will help you meet your immediate responsibilities and your long-term goals.

Working For You

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• • Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
  • Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
  • Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
  • Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
  • Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
  • Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
  • Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

About the business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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