Please contact your Administrator to change your authorization settings.
About the Role
The Senior Client Support Representative (CSR) will work as part of our dynamic global support team to provide "smart, fast, and nice" end-user support on-demand via phone, email, or chat tools. CSRs are considered the first line of support for our products, and engage with end-users across various customer segments, including individuals, advisors, and institutions. They are support generalists with a practical level of knowledge across a range of products and customer types and expertise spanning usage, investment, and basic technical issues. This position will be based in our Chicago office.
Job Responsibilities
- Responding to client (end-user) questions/inquiries via telephone, email, and chat in a complete, accurate, and timely manner in accordance with service level standards (SLAs).
- Troubleshooting and investigating client issues and resolving or escalating appropriately.
- Managing occasionally unhappy client interactions and de-escalating emotionally charged situations when necessary.
- Document all actions in CRM (Service Cloud).
- Balancing service-delivery efficiency with quality of care.
- Continuous process improvement, looking for smarter and better ways to serve clients.
- Ongoing education and skill-building (self-administered as well as centrally administered) with respect to service process, investing, product, and customer context.
- Ad hoc projects designed to leverage product/client knowledge while gaining exposure to other areas outside of customer service.
- Providing feedback to sales and product teams regarding potential business opportunities and product innovations, based on insights gained through service interactions with clients and analysis of support data/logs.
- Participating in the onboarding/training of new CSRs and other new hires who can benefit from product and client understanding.
Requirements
- Excellent written and oral communication, with excellent interpersonal skills.
- Strong problem solving and analytical skills with high attention to detail, and excellent time management.
- Sound client service skills with a proactive approach, and take ownership of issues as they arise.
- Proficiency with Windows-based applications, especially Microsoft Excel.
- Fast learner, flexible and proven ability to work in a demanding environment with strong multi-tasking skills.
- Good understanding of financial data or experience in similar field, working with larger quantities of data.
- Bachelor's degree
Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
Morningstar and its subsidiaries are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, age, disability, protected veteran status, marital status, sexual orientation, genetic information, citizenship, gender identity, parental status, or other legally protected characteristics or conduct.