Escalation Specialist (R-15985)

Essential Key Responsibilities/Job Summary

• Act as the primary accountable CX owner to expediently and effectively resolve escalated critical customer issues raised by the customer or account team. Activity Includes: a) Mobilize and facilitate cross-functional teams (incl. Customers, Finance, Sales, Technology, Product, Global Content, Customer Experience, and WWN partners) to identify and coordinate problem resolution actions across D&B as required. b) Provide proactive status updates to key internal stakeholders and customers on progress and resolution timeframes. c) Own and manage escalation as required to ensure timely outcomes. d) Manage and track information internally to enable insight and continuous improvement
• Perform proactive Root Causes Analysis deep dives into identified areas of high-volume case traffic. Activity includes: a) Analyze CS cases and escalations by Contact Reason/Product/Priority/Segment to identify target areas of high customer pain points/volume. b) Mobilize and facilitate cross-functional teams (incl. Finance, Sales, Technology, Product, Global Content, Customer Experience, and WWN partners) to deep dive and articulate the root cause and required improvement/preventative action as required. c) Prepare and submit resolution business cases to leadership for prioritization as part of ongoing CX Improvement engagement
• Review service failures to highlight and drive improvement opportunities across Customer Service. Activity includes: a) Articulation of current/future operational procedures. b) Successful influence of Customer Service Leadership team on the ‘case for change’ with identified activities. c) Development and roll-out of appropriate standards, process improvements, and job aids for CS Agents

Education/Experience and Competencies

• Undergraduate Degree or equivalent work experience required (6-10 years).
• 2-4 yrs experience conducting root cause analysis, documenting findings, and designing plans/proposals to rectify issues or prevent operational recurrence.
• Soft Skills include: Ability to influence action without direct leadership, critical thinking, build strong relationships with customers over short periods, analytical and problem solving, de-escalation, ability to absorb technical information, excellent communication skills (written and verbal), facilitation and collaboration, strong work ethic, strong sense of accountability/ownership, ability to multi-task and prioritize.
• Hard Skills include: Product Usage –The primary use cases, feature functionality, workflow, navigation, and user set-up/management for all major Dun and Bradstreet products. Data/Data Supply Chain –The elements, global coverage, and representation of D&B content as well as in the systemic collection, correction, and data flow processes that underpin our content delivery. Technology – Strong working knowledge of the core components, product and data platforms and connectivity with the D&B infrastructure including ITIL Problem and Incident Management. Operational – Deep understanding of the core operational processes. teams and tools associated with Customer Management at Dun and Bradstreet including fulfillment, entitlement, billing, customer service and sales operations.

Job Requirements/Essential Functions

• 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 travel by any form of transportation (if yes, please specify estimated percent): 10%

• 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 & Employee Stock Purchase Plan with company matching.
• Health & wellness benefits, including discounted Gympass membership rates.
• Medical, dental & vision insurance for you, spouse/partner & dependents.
• Learn more about our benefits: http://bit.ly/41Yyc3d.