Customer Service Operations Specialist

Job Description

Wood Mackenzie is looking for a detail-oriented Customer Service Operations Specialist to join our

The role holder will be an integral member of the Customer Focus organization. Based in Louisville, the role primarily provides support for Wood Mackenzie’s Short-term Analytics client entitlement and access related activities.The team is responsible for ensuring account level and user level permissions are always accurate and updated according to contracts and customer needs.

You provide accurate and timely support for activities assignedto you and co-ordinate across the team and with other departments where required. These tasks include:

• Connecting with customers by delivering professional, personal, and proactive service; building and maintaining customer relationships by listening to their needs and putting them first while ensuring our customers receive a prompt, complete response and resolution.
• As a primary owner of Wood Mackenzie’s Short-term Analytics entitlement systems, registering new users, providing them access to our products and introductory materials to get started.
• Working extensively in Salesforce, updating customer records, processing orders, and logging cases.

• Working on projects to help improve the experience of our customers throughout the customer lifecycle, building and delivering on a seamless, efficient, and empowering customer experience.
• Conducting periodic quality control audits and develop automated reporting to identify potential errors.
• Improving our administrative processes, working closely with the Sales, Finance, and CRM teams to identify gaps, design solutions, and implement the changes.
• Any other activities which improve customer experience (we're open to your ideas too)

Qualifications

• A bachelor’s degree in business or a related field is required
• Some previous experience in a customer service role is desirable
• Strong analytical skills and an obsessive attention to detail, with ability to multitask
• Passion for solving customer problems and helping them succeed
• Commitment to put the customer first, with empathy and emotional intelligence
• A personality that enjoys talking to customers and establishing good relationships
• Ability to manage customers' expectations and experience in a way that results in high customer satisfaction
• Ability to dig into complex systems to understand how they work and how they can be improved
• Tech savvy - you can quickly understand and communicate complex issues in a simple manner
• An entrepreneurial spirit and a passion for improving products and processes
• Excellent written and verbal communication skills
• High levels of adaptability, initiative, and pro-activeness
• A kind, open, fun, team-oriented working attitude
• Experience working with IT applications (Intermediate Excel skills are required for this role)
• Knowledge of salesforce.com

You will be:

Candidates ideally should be professional with experience of working in a support or operations role. Excellent organizational and IT skills, as well as flexibility and good time management are essential to succeed in this role. A working knowledge of salesforce.com would be beneficial.

Additional Information

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.

http://www.verisk.com/careers.html

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.