Skills and Competencies
- Strong customer orientation and an eagerness to excel as part of a dynamic, fast-growing team.
- Excellent verbal and written communication skills, paired with strong critical thinking abilities.
- Fluent in primary browser usage and troubleshooting (Chrome, Microsoft Edge, Firefox).
- Proven experience in a customer service role or contact center is a plus.
- Preferred: Experience with Salesforce or another CRM.
- Desired: Exposure to the financial industry, banking, commercial real estate, or an adjacent industry.
- Basic understanding of artificial intelligence concepts, with curiosity and enthusiasm for learning how AI tools—such as Copilot and ChatGPT—can be used to improve processes and drive efficiency.
Education
- Bachelor’s degree in Finance, Business, or Economics. Other majors will be considered as well if the candidate has demonstrated interest in Sales and Client Service.
Responsibilities
- Provide exceptional, professional, and timely support to Moody's clients, serving as the first point of contact for product inquiries and issues.
- Communicate with clients contacting Moody's in a courteous, professional, accurate, and timely manner.
- Identify product issues; triage, resolve, and/or escalate for resolution, while troubleshooting complicated issues in collaboration with your peers.
- Document all interactions with clients, including issues reported, solutions applied, and any customer feedback received.
- Escalate feedback to our development team and create best practices to improve site features and overall customer satisfaction.
- Proactively follow up with customers to confirm their issues are resolved.
- Develop excellent working relationships with colleagues across Customer Service, Sales, Product Management, and the broader organization.
- Support new product launches and business initiatives, including training, marketing activities, and feedback to the business.
- Identify sales and up-sell opportunities for the business.
About the team
Our Customer Service team is responsible for generating value and confidence in our solutions, ensuring high levels of customer retention and satisfaction. By serving as the forward-facing department of our customer-centric firm, we bring the voice of the customer to the center of our business strategies. We strive to be a model of collaboration with our colleagues, creating a supportive and dynamic environment that engages and inspires individuals to achieve optimal outcomes.