Customer Service Operations Analyst at Dun & Bradstreet (Remote)

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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!

Service Operations is a multi-functional Team that serves as the catalyst for evolution and innovation within the Global Customer Service organization. The Channel Specialists primary responsibilities are to help drive process improvement initiatives across all customer contact channels. This is a varied role that will require some experience in administering and enhancing our Telephone, Digital Chat, CRM & Self-Serve customer platforms. The individual may also be involved in or lead process improvement and optimization projects, and drive ad-hoc studies that sit outside of those listed above, for example, customer facing web content and CSAT improvement initiatives. The role will primarily focus on the UK & EU but covers a global footprint and will involve working closely with the US Service Operations Team.

Five9 Administration –
A) System Admin (The ability to build campaigns and skill groups, The ability to order phone lines, track phone lines, User administration, adding, modifying, and removing users as needed, CRM integrations – working with CRM admins to install the managed package of Five9 into the appropriate CRM, General understanding of the utilization of reports, developing custom reports, and understanding the reporting needs of the users).
B) Call flow design (EG, Experience in setting up and designing call flows and interactive voice response technology, use of the Five9 system IVR builder to build out the call flow, the ability to meet with leaders and determine their requirements and map them into call flow diagrams). Training will be given in the Five9 admin system to help facilitate this.
C) Troubleshooting (Working with Team leads and agents when problems exist, For more complex issues, working with Five9 to resolve technical problems, Outages – being the primary liaison and point of contact should an outage occur)

Knowledge Management – Once the initial roll out of the Five9 system has been completed in 2022, the % of time spent administering Five9 could reduce to below 50% - the experience built up from working on IVR call flows is transferrable to other Customer Self-Serve initiatives – such as Digital Service Centre and local Knowledge Hubs.
Process Improvement – Will participate in and may lead global cross-functional Teams addressing process improvement opportunities within EU CS.
Ad Hoc Studies – Will be asked to periodically participate in deep dives into issues highlighted by GCS Leadership.

Experience Required

  • Undergraduate Degree or equivalent work experience required (min 1 year)
  • Knowledge of D&B Global Customer Services, or experience in a similar environment, is preferred.
  • Prior experience working with a Cloud based Telephone system, CRM Admin experience and Knowledge Management platform strongly preferred.
  • Ability to prioritize workload across multiple initiatives, with excellent attention to detail.
  • Strong analytical skills
  • Good communication skills
  • Team player, able to collaborate
  • Positive attitude
  • Strong work ethic
  • Ability to handle complex issues, and to deal with ambiguity
  • Facilitation Skills

FOR US APPLICANTS - 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.

We are committed to Equal Employment Opportunity and providing reasonable accommodations to qualified candidates and employees. 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.

More Information on Dun & Bradstreet
Dun & Bradstreet operates in the Analytics industry. The company is located in Short Hills, NJ, Center Valley, PA and New York, NY. Dun & Bradstreet was founded in 2022. It has 5353 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 139 open jobs at Dun & Bradstreet, click here.
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