CUSTOMER SERVICE ASSOCIATE - MEMBER SERVICES
Based in: Princeton, NJ
Reports to: Customer Service Supervisor - Member Services
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
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.)
Experience handling escalated customer concerns
Experience in a call center environment
Comprehensive Healthcare Plans
Paid Time Off
Comprehensive Insurance Plans
Family Care Benefits
Commuter Transit Program
Employee Referral Program
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, please reach out to us at TalentResourceTeam@dowjones.com. Please put “Reasonable Accommodation" in the subject line.
Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE
Job Category: Customer Service/Support Group
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: 28522