Lead Customer Service Advisor at Dun & Bradstreet

Posted in General Business 3 days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Austin, Texas





Job Description:

Why We Work at Dun & Bradstreet

We are at a transformational moment in our company journey - and we’re so excited about it. Each day, we are finding new ways to strengthen our award-winning culture, and to accelerate creativity, innovation and growth. Our purpose is to help customers improve business performance with Dun & Bradstreet’s Data Cloud and Live Business Identity, and we’re wildly passionate and committed to this purpose. So, if you’re looking to make an immediate impact at a company that welcomes bold and diverse thinking, come join us!

Essential Key Responsibilities/Job Summary
1. Accurate, timely, complete and consistent global customer support involving resolution of telephone inquiries, email requests and Web-based inquiries from customers of Dun & Bradstreet
2. Perform Quality review of team member customer interactions and monthly referral analysis to identify and action improvement areas
3. Handle floor escalations from team members and effectively defuse and resolve
4. Develop and deliver learning material/curriculum to team members to improve Advisor performance
5. Serve as the representative or lead for the team on group projects including new product launch preparation, tool adjustment/roll-out, process improvement etc.

Hard Skill 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.

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.


We are 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 TalentAcquisitionTeam@dnb.com. Determination on requests for reasonable accommodation are made on a case-by-case basis.

Please note that all Dun & Bradstreet job postings can be found at https://dnb.wd1.myworkdayjobs.com/Careers and all communication from Dun & Bradstreet will come from an email address ending in @dnb.com.





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