Clarivate is seeking to hire a Customer Care Advisor to join our growing Intellectual Property team in Boston, MA. This is a great entry level opportunity for people looking to learn and grow their career in a fast-paced continuous learning environment!

This is a remote opportunity, but you do need to be local to Boston, MA.

Apply today, answer a couple preliminary questions, upload your resume, and then check your email for information on the next steps in our process.

We Offer:

• Competitive compensation
• Performance-based bonuses, Employer contribution to retirement funds, Term life and personal accident insurance, Work-life integration, which includes paid time-off and public holidays, Paid volunteer hours for colleagues, Selective educational reimbursement, Support during the moments that matter with marriage, maternity, paternity and bereavement leave, Generous sick leave, and hospitalization, Learning and Development trainings/offerings
• Growth opportunities
• The opportunity to work for a larger global organization
• The chance to work for an Innovative company

Hours/Schedules:

• Remote position
• Days of the week: Monday-Friday (full-time)
• Shifts available: 8am-5pm, 9am-6pm, 12pm-9pm

Minimum Requirements:

• 1+ years of customer service experience
• Associate’s degree
• Verbal/written English
• Proficient in MS Office

Preferred:

• Previous experience working in Intellectual Property, brand protection and trademarking services

Job Responsibilities:

As a CCA, you will provide exceptional customer service and support to internal and external customers. As the initial point of contact for Clarivate’s Brand IP portfolio, (e.g., CompuMark Search and Watch, SAEGIS and Darts-ip) you will take Trademark Search and Watch orders, address customer queries and troubleshoot common issues. Customer Care Advisors work across various communication channels, such as phone, email, and chat to assist customers in a prompt, professional, and friendly manner.

• Act as a first point of contact and provides verbal and written response to customer inquiries via multiple communication channels (phone, email, chat)
• Utilize the Customer Relationship Management (CRM) and/or IT Service Management (ITSM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures, and best practices
• Efficiently resolve customer inquiries and requests related to products and services in a professional, accurate, courteous, and timely manner using various communication channels (phone, email, chat)
• Maintain and document detailed customer interactions as well as ensure appropriate turnaround times and response quality to meet customer agreements
• Prioritize and resolve issues while handling sensitive situations with customers and escalating complaints and sensitive topics to a manager, next tier of service and/or relevant department
• Display a team-oriented and positive attitude both within the Customer Care department and when communicating and collaborating with different stakeholders to foster internal relationships with relevant departments "
• Participate in internal mentorship programs when needed, to assist in developing confident and motivated staff and ensure customers receive a consistently high-quality service
• Investigate, report and document straightforward customer issues and/or enhancement requests and ensure that both internal and external stakeholders are updated as appropriate
• Demonstrate Clarivate’s company values at all times
• Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization

About Us:

Clarivate™ is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world’s most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property. We help customers discover, protect, and commercialize their inventions using our trusted subscription and technology-based solutions coupled with deep domain expertise. For more information, please visit clarivate.com.