Senior Supervisor, Customer Service at Dun & Bradstreet in Austin, Texas

Job Description:

Why We Work at Dun & Bradstreet

We are at a transformational moment in our company journey - and we’re so excited about it. Each day, we are finding new ways to strengthen our award-winning culture, and to accelerate creativity, innovation and growth. Our purpose is to help customers improve business performance with Dun & Bradstreet’s Data Cloud and Live Business Identity, and we’re wildly passionate and committed to this purpose. So, if you’re looking to make an immediate impact at a company that welcomes bold and diverse thinking, come join us!

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Are you someone who thrives on process, innovation, and leading others to achieve success? Do you get a high from working in a fast pace environment and tackling seemingly insurmountable problems? Do you have the customer experience at the forefront of your mind in all that you do? Do you know how to drive performance to best in class results through motivating and empowering team members to quickly and accurately solve customers’ issues?  If so, the Senior Supervisor Customer Service role at Dun & Bradstreet is your calling!

The D&B Customer Experience Team

Our team is responsible for reimaging our customer experience in ways that differentiate our company from our competitors, and transforms how our customers engage with us. We do this in many ways,  including listening carefully to our customers’ feedback, monitoring ‘voice of customer’ market trends, engaging in industry events that promote customer experience best practices, and building a customer-centric culture within our team. Our end goal is to drive growth and revenue through world-class customer relationship management. Key functions within our team include: Delivery & Technology; Customer Service & Education; Customer Service & Support; Customer Strategy

The Senior Supervisor Customer Service is an instrumental part of our larger Customer Experience team. This person will be leading a team of front line customer service agents who support our largest customers. As we are building out our enterprise customer function, this person will influence the development of the team they lead, but also the development of key performance metrics, internal process, and customer satisfaction. Key responsibilities for this role are:

• Lead a team of 10-15 direct reports. Provide feedback and ongoing coaching to direct reports and work


• Drive improvement in customer service key performance metrics impacting customer experience including satisfactions measures, service levels, turn-around time, effort and quality


• Conduct quality reviews and analyze the voice of the customer through survey responses to support coaching discussions and drive optimal agent performance


• Work with Manager of Customer Service to identify process gaps and opportunities to minimize customer efforts through automation and/or channel expansion

Key Requirements:

• 3-5 years of experience working within a customer care team as a people leader


• Ability to drive performance metrics such as productivity, CSAT, Quality reviews, Service Level and other key channel and customer metrics


• Demonstrated ability to build relationships within the organization and work collaboratively with peers and key business partners to build high performing teams


• Must thrive under pressure and work well in a fast pace call center environment.  Ability to multitask with minimal supervision


• Background with leveraging contact center technology to drive exceptional customer experiences such as IVR’s, Chat, Self Service, Knowledge Hubs and CRM systems.  Familiarity with Salesforce preferred


• Ability to motivate and coach team members to retain and develop talent


• Strong written communication and presentations skills


• Experience with MS Office Suite with solid metric and analysis, creation and reporting to drive insight and performance


•  Bachelor degree preferred in Business related discipline

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.