Training & Product Support Specialist

Employer
BNA
Location
Arlington, Virginia
Posted
Jul 14, 2017
Closes
Aug 03, 2017
Function
Customer Service
Hours
Full Time

POSITION OVERVIEW:
Bloomberg BNA provides legal, tax and compliance professionals with critical information, practical guidance and workflow solutions. We leverage leading technology and a global network of experts to deliver a unique combination of news and authoritative analysis, comprehensive research solutions, innovative practice tools, and proprietary business data and analytics. Bloomberg BNA is an affiliate of Bloomberg L.P., the global business, financial information and news leader.

Bloomberg BNA seeks a Training & Product Support Specialist II to under general supervision and in a monitored telephone environment, assist customers and Account Executives by phone in the use of BBNA products in an accurate, efficient and timely manner in order to ensure customer satisfaction and enhance customer retention. Provide routine consultation and product training by phone. Generate sales leads for Account Executives and provides feedback to editorial and marketing operations.


RESPONSIBILITIES:

Assist customers and Account Executives via telephone to ensure customer satisfaction and increase customer retention. Respond to inbound calls from customers to assist them in the use of BBNA print and electronic products and locating needed information.

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- Provide general information about BBNA products and services to callers including sales personnel.

- Take orders for documents and other materials.

Make outbound calls to customers to welcome them, identify and resolve issues, and encourage use of BBNA products. Promote sales opportunities through consultative assessment of client needs.

Provide routine consultation and product training by phone. Make outbound calls to provide such services and schedule follow-up training.

As assigned, may make outbound calls to customers who have notified BBNA of planned cancellations in an effort to retain the business.

- Determine the reason for the planned cancellation.

- Attempt to resolve issues and problems in order to reverse such plan.

- Identify and recommends other BBNA products, services, and resources that might meet the customers’ needs more effectively.

Gather market intelligence for marketing and editorial operations

Accurately documents customer support interactions and resolutions in Bloomberg BNA’s customer contact database and maintains a task list for subsequent customer follow up. Generate correspondence to subscribers and prospective subscribers as necessary.

Develop and maintain in-depth knowledge of BBNA products, services, market trends, new products in development, enhancements to current products, and current hot topics in assigned subject areas. Stay abreast of current product marketing positioning in order to provide consistent market messaging.

Schedule and perform ongoing outreach at specific intervals to retain BBNA business and ensure customer satisfaction and intent to renew.

Participate in special projects and performs other duties as assigned.

REQUIREMENTS:

2+ years’ customer service experience that involves frequent customer contact, telephone reference work, and use of research skills; training and presentation skills desirable; excellent customer service skills; excellent oral and written communication skills (including diction and grammar) and active listening skills, as necessary to communicate effectively with customers and coworkers in a clear, courteous, tactful, and professional manner; demonstrated ability to use office productivity software and the internet effectively; demonstrated ability to perform varied research and reference duties using electronic and print products; strong analytical skills; good business math skills, as necessary to process customer transactions accurately; ability to learn unit policies and procedures; ability to project a positive corporate image, maintain good public relations and a positive, cooperative working relationship with supervisors and coworkers; ability to work a flexible schedule within Bloomberg BNA’s hours of operations; knowledge and understanding of the primary markets served by BBNA products and services; working knowledge of current legislative and regulatory processes and of topics, issues, and developments in assigned subject area; Bachelor’s degree with coursework in liberal arts, research methods, business, marketing, and/or subjects related to BBNA services or equivalent experience.


Candidates may be required to pass a test for this position.

Bloomberg BNA is a leading provider of legal, regulatory, and business information for professionals. Our network of more than 2,500 reporters, correspondents, and leading practitioners delivers expert analysis, news, practice tools, and guidance — the information that matters most to professionals. Bloomberg BNA’s authoritative coverage spans the full range of legal practice areas, including tax & accounting, labor & employment, intellectual property, banking & securities, employee benefits, health care, privacy & security, human resources, and environment, health & safety.

Bloomberg BNA offers a comprehensive benefits package including tuition reimbursement, domestic partner benefits, transportation subsidies, annual and sick leave, parenting leave, 401(k), and much more.

Bloomberg BNA IS AN EQUAL OPPORTUNITY EMPLOYER and fully subscribes to the principles of Equal Employment Opportunity. Bloomberg BNA has adopted an Affirmative Action Program to ensure that all applicants and employees are considered for hire, promotion, and job status without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, marital or familial status, genetic information, disabled veteran, veteran, veteran of the Vietnam Era, or any other classification protected by law.