Customer Service Research Analyst
Job Summary
Job Description
Dun & Bradstreet is seeking a Customer Service Research Analyst to join their Government Customer Service Team. This role involves vetting business information and maintaining data quality to provide high-quality service. Responsibilities include performing research, fact-checking, and validation to ensure data accuracy. The analyst will provide accurate and timely global customer support via phone, email, and web inquiries. They will be responsible for full resolution of customer interactions, maintaining high customer satisfaction, and working collaboratively in a team environment. Key duties also include making outbound calls to confirm business information, updating customer information in the CRM system, and developing knowledge of D&B products and services. The role requires attention to detail, the ability to work in a fast-paced environment, and strong communication skills.
Must have:
- Research, fact-checking, and validation skills
- Provide accurate, timely, and consistent global customer support
- Take ownership and ensure full resolution of customer interactions
- Maintain high levels of customer satisfaction
- Work in a team environment
- Make outbound phone calls to confirm business information
- Maintain professionalism with clients via phone or email
- Update customer information in the CRM system
- Develop knowledge of D&B products and services
- Knowledge and ability to use computers and Microsoft Office
- Ability to multitask in a fast-paced environment
- Excellent typing skills
- Well-developed communication and interpersonal skills
- Written and verbal English language skills
- Detail and process orientation
- Ability to work in an environment of ambiguity
- Analytical skills to deal with complex issues
- Flexible work availability
- Must be 18 years of age or older
- High School Diploma minimum
Good to have:
- Associate degree in a business-related field
Perks:
- Generous paid time off
- Up to 16 weeks 100% paid parental leave
- Paid sick time
- 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
4 skills required
Job Details
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! Learn more at dnb.com/careers.
The D&B Government Customer Service Team is responsible for vetting business information and stewarding our data to provide high quality service. Each team member is expected to have a high level of accuracy and perform their due diligence when validating customer requests.
Key Responsibilities:
- Research, fact-checking, and validation skills to ensure valid data sources and verify accuracy
- 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 resolution responsibility throughout the entire interaction with customer upholding high levels of customer satisfaction (CSAT) and appropriate operational performance standards
- 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.
- Responsible for making outbound phone calls as needed to confirm business information
- Responsible for maintaining a high level of professionalism with clients by phone or email and working to establish a positive rapport with every customer.
- Update customer information in the customer service system/CRM during and after each call.
- Develops and builds knowledge on D&B products, services, Data supply chain, Customer Service tools. procedures and technology
Key Requirements:
- Knowledge and ability to use computers and related Microsoft office products efficiently
- Ability to multitask and thrive in a fast-paced teaming environment.
- Excellent typing skills.
- 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.
- Written and verbal English language skills required.
- A detail and process orientation and ability to work in an environment of ambiguity.
- Ability to have analytical skills and deal with complex issues.
- Must have flexible work availability
- Must be 18 years of age or older
- High School Diploma at Minimum (Associate degree in business related degree preferred)
Benefits We Offer
· 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.
· Learn more about our benefits: http://bit.ly/41Yyc3d.
All Dun & Bradstreet job postings can be found at https://www.dnb.com/about-us/careers-and-people/joblistings.html and https://jobs.lever.co/dnb. Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.
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Equal Employment Opportunity (EEO): Dun & Bradstreet provides equal employment opportunities to applicants and employees 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. Know Your Rights: Workplace Discrimination is Illegal - The current poster can be found here. We participate in E-Verify - The current poster can be found here.
Accommodations information for applicants with disabilities: Dun & Bradstreet is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with Dun & Bradstreet, please send an e-mail to AcquisitionT@dnb.com to let us know the nature of your accommodation request and your contact information.
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