Dow Jones Customer Service Administrator in PRINCETON, New Jersey

Job Description:

Where am I based?

South Brunswick/Princeton Office

What do we do?

United by our ambitions, the Dow Jones Customer group will attract and retain customers by

creating distinctive experiences and valued relationships for mutual profit. We work across all of the elite Dow Jones brands to appeal to a broad, high-level client base and provide a distinctive experience to each one. In addition, the group’s focus is on consistently providing excellent service and developing and nurturing valued, lasting relationships with our customers.

Who is my manager?

Customer Service Supervisor

What are my accountabilities?

  • Operate a switchboard, providing telephone support to callers by addressing their issue or query and routing their call to the appropriate department or individual

  • Correctly diagnose callers’ issues by asking relevant probing questions and utilizing effective listening skills

  • Assist in identifying opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes

  • Support the maintenance of an active and useable knowledge base

  • Maintain a high degree of customer service for all queries and adhere to all service management principles and Service Level Agreements

  • Update client accounts

  • Handle account administration and billing tasks with a high level of accuracy

  • Log all account activities in appropriate CRM and databases in an efficient and accurate manner.

  • Interact with our internal partners to ensure resolution of customer issues

  • Process and research daily customer issues generated by internal propriety systems

  • Process and research daily customer issues/cases submitted via internal systems

  • Work on special projects as needed

  • Act as an internal voice of the customer

What do you need from me?

  • Efficient and pleasant telephone and face to face manner

  • Ability to communicate at all levels within and outside the company

  • Ability to prioritise and multi-task

  • Ability to use initiative and be pro-active

  • Strong organisational skills and attention to detail

  • Good working knowledge of Microsoft Office

How do I apply?

If you feel that this exciting and fast paced position matches your skills, experience and motivation then please apply here.

Company Overview:

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.

Equal Opportunity Employer:

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

Requisition ID 2016-29016

Job Locations USA - NJ-PRINCETON

Job Function Customer Service

Business Area CUSTOMER EXPERIENCE

Job Area1 Customer Experience

Job Area2 ..