We break stories, influence ideas, and advance business intelligence and cultural interest. We expose the events that turn markets, the digital breakthroughs that transform art, the demand that drives invention, as well as the political and societal passing moments and lasting consequences. We are the people of Dow Jones. From different fields, backgrounds and viewpoints we invite you to join us.
Examine the world and bring it to others.
Job Description:
Customer Retention Associate
Based in: Princeton
Reports to: Customer Service Supervisor
Salary: $40K + Incentives
As a Customer Retention Associate, you will be responsible for retaining members of The Wall Street Journal and Barron’s by re-selling the value of our products to members calling in with the intention to cancel. You are an engaging individual who loves sharing your knowledge and enthusiasm for our products, pricing, and memberships.
This is an excellent opportunity for anyone looking to advance their career quickly in a fast paced call center environment. The ideal candidate will thrive on friendly competition, encourage excitement, and be committed to making the overall customer experience as best as possible every day.
Key Responsibilities:
Retain Dow Jones members seeking to cancel through inbound calls
Build quick rapport with members and apply sales methodologies and problem-solving strategies while providing solutions to customers
Meet retention goals set by the company and ensure all key performance key indicators are met
Follow guidelines for quality standards established by the contact center management and closing all sales with integrity
Actively seek out opportunities for self-improvement, continually maintaining a working knowledge of all company products, services, and promotions
Make independent decisions to resolve customer issues with strong problem solving and negotiation skills
QUALIFICATIONS:
Required
Outstanding verbal and interpersonal skills
Experience in a sales or customer service related role, call center experience a plus
Strong ability to probe and correctly identify member needs and concerns
Ability to maintain a positive attitude in an often busy and intense environment
Ability to follow procedural guidelines to a high accuracy level
Basic computer skills
Fluent in English language
Preferred
Desire and drive to solve customer problems and retain customers
A great sense of humor - work hard, play hard!
Desired
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.
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
Union Status:
Union / No clear and likely Internal Candidate (Employee Only) has been identified
Req ID: 27006
