Customer Service Associate (Member Services) at Dow Jones & Co. in Princeton, New Jersey

Posted in Customer Service 6 days ago.





Job Description:


Dow Jones & Co.

Since 1882, Dow Jones has been finding new ways to bring information to the world's top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron's, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.

Dow Jones, Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets.

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at talentresourceteam@dowjones.com. Please put “Reasonable Accommodation in the subject line.

Princeton

Full time
Job_Req_25950

The Customer Service & Experience Design (CSXD) Department's mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands

Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team. Our Customer Experience Design Team are the guardians of the customer experience and advocate for our customers.

All of our team members are passionate about always being the 'customer' and work to incorporate our CSXD core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful.

We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply.

CUSTOMER SERVICE ASSOCIATE - MEMBER SERVICES

Based in: Princeton, NJ
Reports to: Customer Service Supervisor - Member Services

Key Responsibilities:

  • Provide high-level telephone and email support on Dow Jones suite of products and services including but not limited to The Wall Street Journal, Barron's and MarketWatch by answering our customer queries concerning delivery, billing/account administration, pricing, content, technical support, and product navigation.
  • Retain Dow Jones customers and increase customer loyalty while projecting a professional, efficient and positive approach
  • Strong ability to overcome objections and enthusiastically resolve customers concerns while consistently providing superior levels of customer service
  • Ensure all relevant procedures are followed from beginning to resolution
  • Actively seek out opportunities for self-improvement, keeping up with new product training and process knowledge
  • Make independent decisions to resolve customer issues with strong problem solving skills
  • Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly
  • Professional ability to interact with high valued customers and internal Executives if and when applicable


Qualifications
Required:
  • 1+ years of customer service experience
  • Excellent verbal and written communication skills
  • Intermediate to moderate level experience with using various technologies (iOS, Android, Windows, etc.)
  • Preferred
  • Experience handling escalated customer concerns
  • Experience in a call center environment


Desired:
  • Experience with sales/customer retention skills


Our Benefits:
Comprehensive Healthcare Plans
Paid Time Off
Retirement Plans
Comprehensive Insurance Plans
Education Benefits
Family Care Benefits
Commuter Transit Program
Subscription Discounts
Employee Referral Program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .
Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put Reasonable Accommodation in the subject line.

Business Area:
PRINT & ENT SVCS - CUSTOMER SERVICEPI147031151
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