Executive Response Team Case Manager

Dun and Bradstreet Tucson, AZ
Why We Work at Dun & Bradstreet

Life here at Dun & Bradstreet is changing – for the better. With almost two centuries of experience and a new modern vibe, work at D&B has never been more exhilarating. Our purpose is to grow the most valuable relationships in business by uncovering truth and meaning in data. We're wildly passionate about our purpose, and it has us evolving everything we do – from how we engage with our customers to how we energize one another. So if you thrive in a fluid, agile culture but want the solidity of a storied and commanding brand, come join us!

SCOPE OF POSITION:

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The Executive Response Team (ERT) Case Manager role is an integral part of the Customer Service team. This position reports into the Executive Response Team Leader. The objective of this role is to provide timely and accurate solutions to customers, focusing on resolving and preventing future escalations. The position handles both inbound and outbound calls for all types of customer escalations

Responsibilities:

* Delivers World Class Customer Service through active listening, identifying and defining customer needs, and delivering service to meet these needs.

* Resolves escalations and conducts root cause analysis to address underlying issues, and prevents issues moving forward.

* Remains calm, steady and consistent during stressful situations.

* Greets customers in a courteous, friendly and professional manner; actively listens to customers to identify needs, and address concerns.

* Identifies opportunities to Deepen Relationships with escalated customers

* Acts as an ambassador for the Dun & Bradstreet brand.

* Develops and promotes partnerships; collaborates with different levels of management and departments.

* Stays current on products, services, promotions, procedures and technology.

* Identifies process improvement opportunities.

EDUCATION: Associates degree or higher is preferred, but not required.

The ideal candidate will have:

* Knowledge of Business Information Industry an asset.

* Call Center experience strongly preferred

* PC knowledge of Microsoft Windows and Office required.

* Exceptional Written and Verbal English language skills required. Bi-lingual proficiency is an asset to the position

* Project/Program management skills preferred

* Exceptional problem-solving skills, including the ability to think analytically and creatively

* Ability to complete tasks in a timely manner; proactive in nature

* Team player, the ideal candidate must be able to interact successfully with team members, as well as to be able to work independently with minimal direction when necessary

* Ethical, fair, and of high integrity

EXPERIENCE: The ideal candidate will have 3 years of previous Customer Service experience required.

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.