Customer Service Team
This team provides 1st through 3rd level support for global customer contacts providing 24/7 coverage for clients of our consumer and PIB products. Included within the service team is the contact center operations team which is responsible for training, quality management, service performance reporting, service design and the systems that support the Customer Service team.
We are building a new and exciting Retention team within our Customer Service team in our Princeton, NJ office. As a Customer Retention Associate in our new team, 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 highly motivated 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.
Reports to: Customer Service Supervisor
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 working knowledge of all company products, services and promotions
Make independent decisions to resolve customer issues with strong problem solving and negotiation skills
Outstanding verbal and interpersonal skills
Strong ability to probe and correctly identify member needs and concerns
Genuine desire and drive to solve customer problems and retain customers
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
1 year experience in a sales or customer service related role, call center experience a plus
High school diploma or equivalent required; bachelor’s or associate’s degree a plus
A great sense of humor - work hard, play hard!
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
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.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).
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: 19311