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Customer Service Specialist

Company: Dun & Bradstreet INC.
Location: Danville
Posted on: April 9, 2021

Job Description:

Why We Work at Dun & BradstreetWe 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!An individual contributor role dedicated to the effective resolution of tactical customer inquiries and the continuous improvement of team operational performance and customer satisfaction.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 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 CompetenciesHard Skills - Expert Competency required in 1 or more of the following. Variable by team:1) Product Usage -The primary use cases, feature functionality, workflow, navigation, and user set-up/management for the suite of relevant products.2) Data/Data Supply Chain -The elements, global coverage, and representation of D content as well as in the systemic collection, correction, and data flow processes that underpin our content delivery.3) Technology - The core components, connectivity, diagnostic tools, monitoring and troubleshooting of the D 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.4) Contract Cancellation Avoidance - The negotiation and objection handling associated with customer attempts to cancel their D 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.5) Complaint Management - The facilitation, negotiation and successful resolution of high profile complaints. These include sources of reputational, legal, or financial threat to Dun and Bradstreet6) 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/FeedbackEducation: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 appropriatePrior 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 areaDun & 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 requesttoTalentAcquisitionTeam@dnb.com.Determinationon 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.

Keywords: Dun & Bradstreet INC., Reading , Customer Service Specialist, Hospitality & Tourism , Danville, Pennsylvania

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