This position provides high quality telephonic support, non-telephonic support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. Additionally, this position initiates the escalation process for unresolved customer problems. Customer Support Representatives performing at this level will be required to utilize skills from training, education, experience or certifications to fulfill their daily responsibilities. In addition, this position will work in a team environment to maximize individual and team performance.  

The function is accountable in managing the following areas:

- Work includes assisting customers telephonically or non-telephonically with service and support issues.
- Diagnose and resolve problems utilizing department tools, resources, business judgment and expertise, resulting in increased customer confidence with LexisNexis products.
- Individuals are expected to perform as positive role models by demonstrating continuous performance improvement, solid business skills and support of department and company objectives.
- Ensure productivity and quality levels are met in order to meet and exceed customer expectations.
- Work effectively in a team environment.

Qualifications:

- Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks
- Self-motivated with positive attitude.  Ability to follow strict guidelines and standard operating procedures a MUST
- Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently
- Excellent written and verbal communication
- Excellent customer service skills
- Excellent in multi-tasking
- Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)" 
- At least 1 year customer service in contact center environment or equivalent training (2 years preferred)
- Willing to work on business unit holidays and/or render overtime when necessary

LexisNexis, a division of RELX, is 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. 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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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