Senior Customer Support Representative

| Chicago

The Group:  The Customer Support team promotes our “smart, fast, nice” principle of delivering service. It creates, maintains, and continually improves our internal service environment. The Licensed Data Support Team is committed to providing world-class support and service to our institutional clients. We help support, troubleshoot, and communicate with clients to make sure they’re able to make the most of our data and licensed products. 

 

The Role: Morningstar’s Licensed Data Support Team seeks a Senior Client Service Representative to join its team to provide superior service to our institutional clients. This role will interact extensively with clients including new and existing clients to provide a thorough understanding of Morningstar’s core data and innovative products including Morningstar Licensed Data, Global Document Library, Morningstar Essentials, API Center, and more. The Senior Client Service Representative works closely with their customer success manager counterparts on client retention, issue resolution and continuous process improvement while always promoting strong client advocacy. This position is based in our Chicago office. 

 

Responsibilities: 
● Be accountable - Deliver excellent customer service by responding to all client inquires in a professional manner
● Handle the hard stuff – Take ownership and tackle complex and challenging issues to resolve the client needs 
● Continuously learn – Gain a deep understanding of Morningstar’s core data offerings and provide applicable best practices
● Think strategically - Demonstrate superior product, data and process knowledge 
● Offer white glove service – Provide the highest quality service to clients by answering inbound calls and emails, proactively reaching out to advisors regarding issue updates and being the main point of contact while maintaining an “above and beyond” service aptitude
● Act as a team player - Interact with Morningstar’s data analysts, product developers, and customer success managers to address timely needs and/or issues in a prompt manner and to ensure proper processing, follow through and resolution of client requests
● Contribute to the Morningstar culture – as a Senior Client Service Representative answering client inquiries in a positive, fast paced and innovative setting while consistently maintaining professional call/email management etiquette

 

This role would be a good fit if you:
● Can collaborate and work well with other teams
● Are not afraid to point out potential improvements/improvement areas
● Can effectively manage multiple tasks/priorities
● Enjoy meeting deadlines
● Have a trustworthy team player attitude
● Can communicate effectively through the phone and email
● Are energized and enthusiastic about building relationships

 

Requirements
● Possess a working knowledge of technology and be able to operate in an environment requiring immediate computer skills.
● Adhere to attendance and scheduling policies. 
● A minimum of three years of customer service, educational training, or sales experience preferably within the financial services industry. 
● Excellent time-management, prioritization, communication, and analytical skills. 
● Previous experience in a heavy volume service environment (phone, email, internal communications) preferred.
● A bachelor’s degree is required. 

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • D3JSLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • PlayFrameworks
    • SpringFrameworks
    • Maria DBDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

22 W. Washington , Chicago, IL 60602

What are Morningstar Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Career mentoring, Leadership mentoring.
Continuing Education stipend
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Compensation at Morningstar is more than a salary. It’s about making positive contributions to both life and work. We give our diverse workforce the choice and flexibility they need to maintain their health, retirement plans, time, and professional growth.

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