Full-Time
Customer Support Analyst
Posted on 4/3/2023
Dun & Bradstreet
5,001-10,000 employees
Business intelligence products for companies
Junior, Mid, Senior
Remote + 1 more
- 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
- 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
- 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 responsibility throughout the entire interaction with customer
- 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
- Uphold high levels of Customer Satisfaction (CSAT) and appropriate operational performance standards
- Continually upskilling knowledge and pursuing operational efficiency to drive FCR ( First Contact Resolution)
- Effectively manage irate contacts and successfully deliver resolutions that produce high levels of customer satisfaction
- Stays current on products, services, promotions, procedures and technology
- Performs other duties and/or activities as assigned
Dun & Bradstreet seeks to create a global network of trust enabling clients to turn uncertainty into confidence, risk into opportunity, and potential into prosperity. The company is building on its world-class data and analytics—Dun & Bradstreet Data Cloud—to deliver more data and deeper insights.
Company Stage
Seed
Total Funding
$385.4M
Headquarters
Jacksonville, Florida
Founded
1840
6 month growth
↓ -2%1 year growth
↑ 2%2 year growth
↑ 1%Benefits
Medical and Prescription Drug: Comprehensive coverage through a choice of a Preferred Provider Organization (PPO) plan and Consumer Directed Health Plan (CDHP). The CDHP plan has a Health Savings Account (HSA) option. D&B contributes to the HSA each year.
Dental: Insurance including preventive care, basic care, major care and orthodontia
Vision: Coverage for routine eye exams and prescription lenses, frames and contact lenses
Health Care Accounts: Set aside before-tax dollars to pay for eligible health care expenses. You can choose a Healthcare Flexible Spending Account (FSA) or Health Savings Account (HSA).
Life Insurance: Company paid life insurance, as well as additional coverage including Basic, Supplemental, Spouse or Domestic Partner, and Child
Accidental Death & Dismemberment Insurance: Benefit that provides a payment if you suffer an accident that is fatal or dismembering
Business Travel Accident Insurance: Benefit that provides a payment if you are injured or die as a result of an accident while traveling on Company-approved business
Short-Term Disability (STD): Company provided benefit that offers you income protection for absence due to nonwork-related injury or illness
Long-Term Disability (LTD): Coverage that picks up when your STD ends. It provides income protection if you become totally disabled and are unable to work after 180 days of continuous disability.
Critical Illness Insurance: Insurance that is intended to supplement your medical and disability coverage. It provides a lump-sum benefit in the event you (or a covered family member) are diagnosed with a covered condition, such as cancer, heart attack, and more
Hospital Indemnity Insurance: Provides a lump-sum benefit to help you pay for costs in the event you (or a covered family member) are hospitalized.
Accident Insurance: Provides a lump-sum benefit to help you (or a covered family member) pay for costs for a covered injury and related services
401(k) Plan: Retirement plan into which you can make before-tax, Roth and after-tax contributions; company match is available along with a wide range of investment options
Personalized Planning & Advice (PP&A): Assistance with 401(k) investment decisions and financial wellness
Dependent Care Flexible Spending Account (FSA): Set aside before-tax dollars to use towards eligible dependent child or adult care services
Legal Insurance Plan: Insurance plan that provides you with prepaid legal services to help you address a wide range of legal matters (i.e. home purchase, will creation, small claims court, dispute with a home contractor, and much more)
Home and Auto Insurance: Special group rates and discounts on protection of your home, car and other personal property
Commuter Benefit: Pay for your commuting expenses through before-tax payroll deductions
Pet Insurance: Plan that reimburses you for expenses incurred for covered services
Vacation days: 20 days and you are eligible to earn more based on your years of service
Holidays: 9 paid days that coincide with the national holidays when our US offices are closed, plus one floating holiday of your choice
Volunteer Days: Two days per year to volunteer
Unsick Day: One paid day off to visit the doctor when you are not sick
Paid Maternity & Paternity Leave: Up to 16 weeks of paid leave for the primary caregiver, and up to 2 weeks of paid leave for the secondary caregiver
Employee Assistance Program (EAP): Free confidential support, including access a network of professional counselors, and referrals on resources for everyday needs
Adoption Assistance: Reimbursement for eligible expenses related to adopting a child
Education Assistance: Provides financial assistance for outside education to enable team members to achieve greater results in their current position and/or to prepare team members for future assignments within Dun & Bradstreet