Job Description: About us:
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 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).
About the Role
The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people.
Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva, and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will be based in Princeton, NJ reporting to the Customer Service Supervisor - Group Accounts.
Provide high-level telephone and email support on Dow Jones' suite of products and services including but not limited to The Wall Street Journal and Barron's by answering our Corporate and Educational customer queries concerning delivery, billing/account administration, pricing, content, technical support, and product navigation.
Professionally respond to inquiries from multiple stakeholders and internal Executives throughout the organization regarding Corporate and Educational customer escalations and requests.
Resolve customer and stakeholder concerns while consistently providing superior levels of service through our different contact channels.
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.
Collaborate with other Dow Jones departments to ensure escalated issues are handled timely and correctly.
Retain Dow Jones customers and increase customer loyalty while projecting a professional, efficient, and positive approach.
1+ years of relevant customer service experience.
Excellent verbal and written communication skills.
Intermediate to moderate level experience with using various technologies and software (Google Suite, Microsoft Suite, iOs, Android).
Experience handling escalated customer concerns (preferred).
Experience in a call center environment (preferred).
Experience managing stakeholder relationships (desired).
Bachelor's degree (desired) or equivalent work experience.
Comprehensive Healthcare Plans
Paid Time Off
Comprehensive Medical, Dental and Vision Insurance Plans
Paid Maternity and Paternity Leave
Family Care Benefits
Commuter Transit Program
Employee Referral Program
Learn more about all our US benefits
Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.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 email@example.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.
Business Area: Dow Jones - Customer Service
Job Category: Customer Service & Contact Center Operations
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.
Req ID: 40711