Job Description

CANDIDATES MAY BE CONSIDERED FOR TWO POSITIONS: 

CUSTOMER RELATIONSHIP ASSOCIATE TO CLIENT SERVICES ASSOCIATE

THE CUSTOMER RELATIONSHIP ASSOCIATE provides 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 ASSOCIATE is 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

Qualifications

• 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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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. 

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