Customer Service Advisor

Summary

Join Dun & Bradstreet as a customer support representative, providing accurate and timely resolutions to customer inquiries via phone, email, and web. This individual contributor role demands excellent communication and problem-solving skills, ensuring high customer satisfaction. You will work in a team environment, manage irate contacts effectively, and continuously improve operational performance. The position requires proficiency in D&B products and systems, along with strong analytical skills. This work-from-home opportunity offers a competitive benefits package, including generous paid time off, parental leave, and various other perks.

Requirements

• Shift: 12:30pm to 9pm EST (Work from home)
• Have well-developed communication and interpersonal skills including active listening, probing, ability to build empathy, situational awareness and adaptation, problem solving and a team based orientation
• Be PC literate and have working knowledge of Microsoft Office. Have excellent typing skills
• Have written and verbal English language skills
• Be able to multitask and thrive in a fast-paced teaming environment
• Have flexible work availability
• Be 18 years of age or older
• Have a High School Diploma at Minimum

Responsibilities

• Provide accurate, timely, complete and consistent global customer support involving telephone inquiries, email requests and Web-based inquiries from customers of Dun & Bradstreet, including customers, sales representatives, and 3rd Party customers
• Take ownership and have full resolution responsibility throughout the entire interaction with customer upholding high levels of customer satisfaction (CSAT) and appropriate operational performance standards
• Work in a team environment to provide an exceptional level of service to all customers by listening empathetically to the customer, identifying and defining the customer needs and delivering service to meet those needs
• Effectively manage irate contacts and successfully deliver resolutions that produce high levels of customer satisfaction
• Develop and build knowledge on D&B products, services, Data supply chain, Customer Service tools. procedures and technology
• Maintain a high level of professionalism with clients and work to establish a positive rapport with every customer
• Impact a company’s bottom line by problem solving and turning frustrated customers into repeat customers
• Update customer information in the customer service system/CRM during and after each call

Preferred Qualifications

• Have Contact Center and CRM experience
• Have strong working knowledge of D&B products, D&B systems, Reporting and Scoring models
• Have a detail and process orientation and ability to work in an environment of ambiguity
• Be able to have analytical skills and deal with complex issues and ambiguities
• Have an Associate degree in business related degree

Benefits

• Generous paid time off in your first year, increasing with tenure
• Up to 16 weeks 100% paid parental leave after one year of employment
• Paid sick time to care for yourself or family members
• Education assistance and extensive training resources
• Do Good Program: Paid volunteer days & donation matching
• Competitive 401k & Employee Stock Purchase Plan with company matching
• Health & wellness benefits, including discounted Wellhub membership rates
• Medical, dental & vision insurance for you, spouse/partner & dependents