Customer Service Specialist (R-16228)

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 6,500+ 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! Learn more at dnb.com/careers.

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

• Accurate, timely, complete and consistent global customer support involving resolution of multi-channel inquiries from customers of Dun & Bradstreet requiring a specialized skillset in Technology, Data, Product Usage, Cancellation Avoidance or Complaint Handling. Responsible for working 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.
• Develops and builds knowledge on D&B products, services, Data supply chain, procedures and technology, sales offerings and positioning or negotiation/conflict avoidance techniques as relevant to each respective team.
• Participate in group projects including new product launch preparation, tool adjustment/roll-out, process improvement, Advisor training etc.

Education/Experience and Competencies

• Product Usage –The primary use cases, feature functionality, workflow, navigation, and user set-up/management for the suite of relevant products.
• Data/Data Supply Chain –The elements, global coverage, and representation of D&B content as well as in the systemic collection, correction, and data flow processes that underpin our content delivery.
• Technology – The core components, connectivity, diagnostic tools, monitoring and troubleshooting of the D&B product and data platforms/infrastructure and its management. This includes ITIL Service Mgmt., basic knowledge of XML, SOAP, and REST(JSON), working knowledge of VB/ASP, .NET Technologies (VB.NET), C#, .NET MCV, JAVA/JDK/J2EE/sprint/eclipse, PHP/Python and SQL/Oracle/Sybase and proficiency in internet related applications such as email clients and web browsers.
• Contract Cancellation Avoidance – The negotiation and objection handling associated with customer attempts to cancel their D&B services, anchored in the value recognition and use cases of the relevant product suite, sales discounts and offerings, appropriate positioning and pricing, sales compliance practices, and transaction processing.
• Complaint Management - The facilitation, negotiation and successful resolution of high-profile complaints. These include sources of reputational, legal, or financial threat to Dun and Bradstreet.
• Customer Service Tools and applications – These include Salesforce (Case Management, Reporting, Escalation, etc), Query Resolution Master Process, Vocalize dashboards and navigation, DUNS Right, DUNS Link, Phoenix etc.

Soft Skill Competencies

• Strong Work Ethic/Sense of Urgency
• Ability to Multi-task
• Positive Attitude
• Good Communication Skills
• Time Management Abilities
• Problem-Solving Skills
• Collaboration Skills (Team Player)
• Ability to Accept and Learn from Criticism/Feedback

Education

• Bachelor’s Degree or equivalent work experience (specifically Computer Science for Tech)
• Internal Product Certifications as appropriate (Trade Credit, Hoovers, Direct+)
• Internal Data Certification as appropriate

Prior Experience

• 3-5 years of customer service experience, preferably in a B2B environment
• Minimum 2 years' experience working in a field related to the team’s core focus area

Job Requirements/Essential Functions

• Ability to sit, speak and operate telephone and/or computer for long periods of time
• Ability to handle pressure, stressful conditions, and conflict resolution
• Ability to workday, evening and/or weekend hours as needed
• Ability to stand, walk, climb, kneel, crouch and bend over for work at office premises and office events
• Regular attendance in the office

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.

All Dun & Bradstreet job postings can be found at https://www.dnb.com/about-us/careers-and-people/joblistings.html and https://jobs.lever.co/dnb. Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.

Dun & Bradstreet is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with Dun & Bradstreet and need special assistance or an accommodation to use our website or to apply for a position, please send an e-mail with your request to [email protected]. Determination on requests for reasonable accommodation are made on a case-by-case basis.