Product Usage Representative

Thomson Reuters is the world's leading source of intelligent information for businesses and professionals. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, scientific, healthcare and media markets, powered by the world's most trusted news organization. With headquarters in New York and major operations in London and Eagan, Minnesota, Thomson Reuters employs more than 50,000 people in 93 countries. More information about Thomson Reuters and its financial performance can be found on www.ThomsonReuters.com The Tax and Accounting business of Thomson Reuters is a leading provider of critical information, decision support tools and software applications for tax and accounting professionals in North America. Major brands include Checkpoint, Creative Solutions and RIA.   Position Summary To provide a satifactory customer experience, the Product Usage Agent will provide front line queue support for customers needing guidance & usage assistance on Reasearch & Guidance products. Enter detailed information for each call into call tracking system. Work with editorial staff to ensure customer responses and partner with customer training and CSM teams to assist with website updates as needed. Responsible for handling all calls through resolution in a timely manner. Consistentely exceeds customer expectations for service quality and is able to identify needs and solutions for improving customer experience.  Works independently and has ability to self teach. Assist with special projects as assigned.   Principal Accountabilities Answer the phone in a timely and courteous manner to discern proper and correct information to solve customer problems in a professional and courteous manner, and answer product usage & functionality questions. Meet call volume and call time standards as defined by the department & enter all calls into call tracking database. Ensure timely response to customer questions Provide instructor led web based training on all Research & Guidance products Remain current on new product development efforts through self-study and other training programs provided Adhere to appropriate procedures to escalate calls to editorial staff and/or other departments to better respond to customer questions Respond to questions concerning current and future planned coverage of specific tax law, cases and rulings and Perform such similar, comparable, or related duties as assigned. 1-2 Years of experience in a call center or customer service environment Strong telephone skills Demonstrable Customer Service experience Proficient in Microsoft products including Word, Excel, PowerPoint and Outlook. Demonstrated ability to conduct small and large group training seminars.  Strong organizational and administrative abilities.  Effective verbal and written communication skills.  Ability to work under pressure.  Prior knowledge of the workings of an accounting firm (or acct knowledge) a plus Training or customer service experience a plus. Thomson Reuters employees take pride in providing our customers around the world with information that is timely, accurate, unbiased and trusted. We have a profound respect for the professions and customers we serve and define our success in terms of their success. Our work environment is dynamic, innovative and entrepreneurial. We have a result-oriented culture that demands excellence, agility, and the desire to move quickly and precisely to seize opportunities. Our environment is both challenging and supportive - we give employees the opportunity to develop their skills and do their best work.Thomson Reuters values diversity of culture and thought and seeks talented, qualified employees in all its operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age or any other protected classification under country or local law.Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer. Company: Thomson Reuters Location: Valhalla, NY 10595 Job Status Full Time, Employee Job Category: Customer Support/Client Care Career Level: Experienced (Non-Manager)