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.
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 report to the Customer Service Supervisor on the Customer Care Solutions Team based in the Princeton, New Jersey office. We encourage anyone that wants to join us in our mission to apply.
Provide high-level customer support via telephone, email, social media and SMS for Dow Jones suite of products, including The Wall Street Journal and Barron’s.
Assist customers in resolving ongoing delivery problems, while also handling billing/account administration, cancellation, pricing, content, technical support, product navigation and more.
Interact with high-level executives and escalated customers to assist with and resolve Customer Service issues.
Represent Customer Service in a public-facing manner, including on social media, and in handling escalated contacts on behalf of the Customer Service senior leaders.
Proactively assist customers experiencing severe print delivery problems to retain them and to increase customer loyalty while projecting a professional, efficient and positive approach.
Make independent decisions to resolve customer issues with strong problem solving skills.
Overcome objections and enthusiastically resolve escalated customers concerns while consistently providing superior levels of customer service.
Work with other departments to ensure escalated issues are handled timely and correctly.
Ensure all relevant procedures are followed from beginning to resolution.
1+ years of relevant customer service experience in a customer service role, including experience handling escalated customers.
Superior verbal and written communication skills to represent Customer Service and the CS Senior Leadership team.
Intermediate to moderate level experience using multiple platforms (Twitter, other social media) and technologies (iOS, Android, Windows, SMS).
Ability to pay attention to detail while being able to multi-task, and prioritize to meet the team and individual goals.
A high school diploma or equivalent (Bachelor's degree preferred).
Experience in a call center environment (preferred).
Sales/customer retention skills (desired).
Experience working with company Executives (desired).
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
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 firstname.lastname@example.org. Please put "Reasonable Accommodation" in the subject line.
Business Area: PRINT & ENT SVCS - 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: 37697