Customer Service Representative

Industrial Info Resources is the leading market intelligence firm in the US. We provide unparalleled information in all 12 sectors of industry to our clientele. Founded in 1983, we have been offering “best in class” services to clients all over the globe and to all our employees. IIR offers competitive benefits and compensation. We are seeking a Customer Service Representative to join our team. If you are a motivated self-starter IIR is a great company for you.

The Customer Service Representative will interact with customers to provide information in response to inquiries about products and services, train clients on digital product usage, and other general account management activities with a key focus on client retention management. They will also be responsible for all aspects of gathering and managing relevant analytic forecast data and analytic deliverables as necessary.

ESSENTIAL FUNCTIONS:

• Perform Customer Service Representative responsibilities for the Labor Analytics Department, responding to client inquiries and providing general support.
• Train clients on both project/plant and labor databases, as well as related online tools.
• Track labor client website usage and engagement to identify and address support opportunities.
• Maintain regular communication with labor clients to optimize their use of resources.
• Assist in the delivery of labor and other analytic products.
• Research and compile data to support special analytic projects.
• Build and maintain spreadsheets, charts, and basic data visualizations for special projects.
• Support team members by preparing data-driven materials and reports for the labor and analytic departments.
• Contribute to client-ready deliverables and product documentation.
• Create improvement tickets for online issues as needed.
• Conduct QA/QC of analytic Industrial Outlooks using provided data resources.

Requirements:

• Accuracy - Ability to perform work accurately and thoroughly.
• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Business Acumen - Ability to grasp and understand business concepts and issues.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Customer Interaction - Ability to take care of the customers’ needs while following company procedures.
• Initiative - Ability to make decisions or take actions to solve a problem or reach a goal.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Reliability - The trait of being dependable and trustworthy.
• Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.
• Technical Aptitude - Ability to comprehend complex technical topics and specialized information.
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
• Training - Ability to add value for our clients through product usage instruction.

SKILLS & ABILITIES:

• Preferred Education: Bachelor's Degree, Associate Degree
• Preferred Experience: Two to four years related experience.
• Computer Skills: Strong technical skills required including use of Microsoft Suite products and the ability to quickly learn new software tools.

Founded in 1983, Industrial Info Resources stands at the forefront of market intelligence, providing unparalleled insights across all 12 industry sectors. Our global clientele relies on our “best in class” services to make data-driven decisions that shape the future of their businesses.