Customer Relationship Associate at Insurance Services Office, Inc. in Jersey City, New Jersey

Job Description:

Company Description

At the heart of what we do is help clients manage risk. Verisk (Nasdaq: VRSK) provides data and insights to our customers in insurance, energy and the financial services markets so they can make faster and more informed decisions.

Our global team uses AI, machine learning, automation, and other emerging technologies to collect and analyze billions of records. We provide advanced decision-support to prevent credit, lending, and cyber risks. In addition, we monitor and advise companies on complex global matters such as climate change, catastrophes, and geopolitical issues.

But why we do our work is what sets us apart. It stems from a commitment to making the world better, safer and stronger.

It's the reason Verisk is part of the UN Global Compact sustainability initiative. It's why we made a commitment to balancing 100 percent of our carbon emissions. It's the aim of our "returnship" program for experienced professionals rejoining the workforce after time away. And, it's what drives our annual Innovation Day, where we identify our next first-to-market innovations to solve our customers' problems.

At its core, Verisk uses data to minimize risk and maximize value. But far bigger, is why we do what we do.

At Verisk you can build an exciting career with meaningful work; create positive and lasting impact on business; and find the support, coaching, and training you need to advance your career.We have received the Great Place to Work Certification for thefifth consecutive year. We've been recognized byForbesas a World's Best Employer and a Best Employer for Women, testaments to our culture of engagement and the value we place on an inclusive and diverse workforce.Verisk's Statement on Racial Equity and Diversity supports our commitment to these values and affecting positive and lasting change in the communities where we live and work.

Candidates may be considered for two positions:

Customer Relationship Associate to Client Services Associate

The CustomerRelationship Associateprovides quality service as Verisk's front line for external and internal customers. We ensure all incoming telephone, e-mail, and live chat inquiries are handled efficiently for a pleasant customer experience. The Contact Center is responsible for general inquiries, technical issues, password resets, ID administration, billing, sales leads as well as closing inbound sales. We are responsible for helping our customers troubleshoot any issues they may encounter as well as providing actionable tips to assist in them in the future. Our team aids in training, troubleshooting, visual product walkthroughs and providing end-users with a resource for information regarding the product. It is our responsibility to act as a liaison, between the product areas and customer through resolution.

The Client Services Associateis responsible for customer set-up, product set-up, order processing and commission verification for the majority of products on our internet platforms. As owner of our ordering systems, we are also involved in the development, testing and roll-out of new and enhanced products and services. Additionally, we manage external mailboxes, chat responsibilities and back-up the Contact Center. Strong collaboration skills are a must in order to develop relationships across multiple Product, Sales and Legal verticals.

Responsibilities:

• Is responsible for high volume mailboxes and adherence to applicable SLAs


• Utilizes systems to enter product orders, provide customer access, reset passwords, gather information, troubleshoot, track calls, enter and/or confirm sales, and to check the status of orders.
  
  
  • Receives/responds/investigates varied and complex incoming inquiries and/or complaints regarding the organization's products and/or services, pricing, delivery, adjustments to bills/orders, etc. under general or minimal supervision. May adapt procedures, processes and techniques.
  
  
  • Assesses customer's needs and suggests/promotes products and/or services.
  
  
  • Administers activities associated with problem resolution management of end user PC or mainframe issues
  
  
  • Accountable for the quality and delivery of technical expertise to customers on the technology used to deliver Verisk products and services and of related software through a help desk/call center environment
  
  
  • Qualify inbound sales leads from potential, existing and former customers.
  
  
  • Review weekly Audit reports and provide reviewed reports to Internal Audit on request.
  
  
  • Assist with special projects assigned by management.
  
  
  • Verify sales for monthly commission processing.
  
  
  • Attend relevant Product/Business Area meetings as needed.
  
  
  • Train new Team Members or existing Team Members on new process.
  
  
  • Own an issue until resolution.
  
  
  • Provide internal/external customer walkthroughs of products and services.
  
  
  • Acquire knowledge to enhance personal development
  
  
  
  

• College degree or equivalent experience.


• At least 1-2 years of experience in a customer facing position - B2B or B2C preferred.


• Excellent oral/written communication and interpersonal skills required.


• Proficiency in Microsoft Office and SalesForce preferred.


• Attention to detail


• Assertive verbal skills


• Negotiation skills


• Uses finesse to handle challenging clients.


• Ability to make decisions with minimal supervision.


• Builds Rapport in Customer Relationships.


• Strong listening skills


• Manages time effectively


• Must be available to handle late shift if needed.


• May be required to report to an alternate location for business continuity purpose

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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

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