Customer Service Advisor (R-16961)

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! 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/Job Summary

• Provides 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.
• Takes ownership and has full resolution responsibility throughout the entire interaction with customer upholding high levels of customer satisfaction (CSAT) and appropriate operational performance standards.
• 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.
• Effectively manage irate contacts and successfully deliver resolutions that produce high levels of customer satisfaction.
• Develops and builds knowledge on D&B products, services, Data supply chain, Customer Service tools. procedures and technology.
• Responsible for maintaining a high level of professionalism with clients and working 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.

Education/Experience and Competencies

• 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.
• Contact Center and CRM experience preferred.
• PC literate and working knowledge of Microsoft Office. Excellent typing skills.
• Written and verbal English language skills required. 
• Ability to multitask and thrive in a fast-paced teaming environment.
• Strong working knowledge of D&B products, D&B systems, Reporting and Scoring models are recommended.
• A detail and process orientation and ability to work in an environment of ambiguity.
• Ability to have analytical skills and deal with complex issues and ambiguities.
• Must have flexible work availability.
• Must be 18 years of age or older.
• High School Diploma at Minimum (associate degree in business related degree preferred).

Shift Availability

• We are looking to fill our 12:30pm to 9pm EST shift.

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 Wellhub 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 and https://jobs.lever.co/dnb. Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.