Client Engagement Consultant
Elsevier - Philadelphia, PA

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Health Sciences




Elsevier is the world's leading provider of scientific, technical and medical (STM) information, tools and resources. A global company based in Amsterdam, Elsevier partners with scientists, researchers, healthcare providers, educators and decision-makers in academic institutions, governments and corporations to help them find, evaluate and use information. Our breadth of content is unparalleled, spanning virtually every STM field in the world and includes such distinguished brands as Gray's Anatomy, The Lancet and Cell. Using innovative technology, we deliver our content through tools that help our customers be more productive and successful in their work. ScienceDirect delivers the worlds' leading journals electronically to over 11 million readers in 200 countries. And physicians in 95 percent of teaching hospitals rely on MD Consult to get critical information that can save lives. Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment. We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization. Elsevier is an Equal Opportunity / Affirmative Action Employer.

Elsevier is recruiting for an experienced Client Engagement Consultant with healthcare IT understanding to support Elsevier’s order set solution, InOrder



The individual will work closely with product and development teams as well as other Elsevier customer services teams. The position is based in Philadelphia and reports to relevant customer service and product leads.

The position represents Elsevier’s value Customer Focus and therefore needs to provide outstanding customer service to our customers.

Responsibilities include:
Quickly understand the Elsevier order sets solution

Provide support for all customers, including resolution of complex queries. Escalate issues to product and development team as needed

Work within agreed service levels, striving to exceed customer expectations wherever possible

Ensure all data and information is entered and maintained accurately within agreed guidelines

Take ownership of all tasks and proactively manage through to resolution

Pre-empt questions and aim for first time resolution of all queries

Meet agreed quality assurance (QA) and productivity standards and adhere to Department policy, best practice guidelines and procedures

Demonstrate a proactive approach to customer contact and query resolution

Maintain an advanced knowledge of department policies, procedures and fulfillment systems used, developing an internal network to increase knowledge

Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills. Provide support within own team and to other teams as required

Demonstrate a positive and flexible approach to changing business priorities

Build and maintain effective relationships

Gather and use customer feedback to identify and resolve issues

Use own initiative for problem solving

Contribute ideas to the continued improvement of customer service

Be open and react constructively to feedback to improve your performance


Competencies and experience needed include:
2-3 years of call center or front-line customer service experience required

Knowledge of healthcare IT and clinical workflows preferred

Strong customer focus and professional in all customer contacts

Understanding of customer needs

Excellent written and verbal communication skills; ability to summarise information, draw conclusions and make recommendations

Effective time management, ability to prioritize, strong problem solving and decision making

Demonstrated initiative and self-motivation, as well as attention to detail

Team worker, co-operation and flexibility to ensure all department goals are achieved

Ability to propose ideas to improve the customer experience

Competent in the use of Microsoft Office suite of programs, as well as familiarity with customer service applications such as or Siebel

College degree preferred

Job Posting

Mar 28, 2013, 2:31:29 PM

Closing Date


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