Customer Service Advisor
Why We Work at Dun & Bradstreet
Dun & Bradstreet unlocks the power of data through analytics, creating a better tomorrow. Each day, we are finding new ways to strengthen our award-winning culture and accelerate creativity, innovation and growth. Our 6,000+ global team members are passionate about what we do. We are dedicated to helping clients turn uncertainty into confidence, risk into opportunity and potential into prosperity. Bold and diverse thinkers are always welcome. Come join us!
An individual contributor role dedicated to the effective resolution of tactical customer inquiries and the continuous improvement of team operational performance and customer satisfaction.
Essential Key Responsibilities/Job Summary
- Accurate, timely, complete and consistent global customer support involving resolution of telephone inquiries, email requests and Web-based inquiries from customers of Dun & Bradstreet
- Perform Quality review of team member customer interactions and monthly referral analysis to identify and action improvement areas
- Handle floor escalations from team members and effectively defuse and resolve
- Develop and deliver learning material/curriculum to team members to improve Advisor performance
- Serve as the representative or lead for the team on group projects including new product launch preparation, tool adjustment/roll-out, process improvement etc
Education/Experience and Competencies
- Product Knowledge – Demonstrated competency in the feature functionality, usage, navigation, and user set-up/management for the suite of relevant products. This list varies by L1 area -ie Enterprise, SMB, UKI. Each area can submit a list of the appropriate products.
- Data – Demonstrated competency in the elements, global coverage, and representation of D&B content. While there are some representation differences that may vary product to product, the majority of this knowledge set is consistent across L1 areas.
- Data Supply Chain – Demonstrated competency in the systemic collection, correction, and data flow processes that underpin our content delivery. While there is some variance by product, the majority of this knowledge is consistent across L1 teams.
- Customer Service Tools and applications – Demonstrated competency in the core tools and applications used in the Customer Service team. These include Salesforce (Case Management, Reporting, Escalation, etc), Query Resolution Master Process, Vocalize dashboards and navigation, DUNS Right, DUNS Link, Phoenix etc. These are largely consistent across L1 teams
- Product/Service Offerings – unique to SMB – Demonstrated competency in the saleable products and services, appropriate positioning and pricing, sales compliance practices, and transaction processing dimensions of D&B Cross-sell/Upsell activities.
- Product/Service Offerings – unique to SMB – Demonstrated competency in the saleable products and services, appropriate positioning and pricing, sales compliance practices, and transaction processing dimensions of D&B Cross-sell/Upsell activities.
$33,700 - $59,300 semi monthly
Benefits We Offer
· 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 Gympass membership rates.
· Medical, dental & vision insurance for you, spouse/partner & dependents.
· Learn more about our benefits: http://bit.ly/41Yyc3d.
Pay Transparency
Dun & Bradstreet is an equal employment opportunity employer and believes in honesty and transparency in the employment hiring process, including pay transparency. Accordingly, listed on this posting is a good faith reasonable estimate of the salary range and other compensation in the job posting, as of the date of this posting. Actual compensation decisions for base salary and other compensation will be dependent upon a wide range of factors including but not limited to: an individual’s skill sets, experience, qualification, training, education, location, and any other legally permissible factors. Successful applicants will also be eligible for D&B’s generous benefit package, outlined above.
All Dun & Bradstreet job postings can be found at https://www.dnb.com/about-us/careers-and-people/joblistings.html. Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.
Equal Employment Opportunity (EEO): Dun & Bradstreet is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, age, national origin, citizenship status, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law. View the EEO is the Law poster here and its supplement here. View the pay transparency policy here.