Customer Service Specialist - Executive Response Team (R-19205)

The Customer Service Specialist on the Executive Response Team (ERT), is dedicated to the effective resolution of tactical customer inquiries and the continuous improvement of team operational performance and customer satisfaction. The role requires a broad knowledge of all products and services within Dun & Bradstreet with cutting-edge expertise in certain areas. The goal is to deliver the best possible customer experience while ensuring efficiency and quality at all times

Essential Key Responsibilities

• Provides 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.

• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer.

• Participate in group projects including new product launch preparation, tool adjustment/roll-out, process improvement, Advisor training etc.

Essential Skills and/or Certifications

• Bachelor’s degree in Computer Science or equivalent is preferred.

• 3-5 years of customer service experience, preferably in a B2B environment.

• 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 preferred.

• Contact Center and CRM experience preferred.

• Ability to multitask and thrive in a fast-paced teaming environment.

• 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.

• Proficiency in Microsoft Office Suite skills.

• Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.

• Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.

• Where applicable, fluency in English and languages relevant to the working market.

Physical Requirements

• 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 work day, 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

• 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 with company matching.
• Health & wellness benefits, including discounted Wellhub membership rates.
• Medical, dental & vision insurance for you, spouse/partner & dependents.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please visit https://bit.ly/3LMn4CQ.