Customer Service Associate

Dow Jones Customer Service Representative

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.

About the Role

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. You will be based in our New Jersey office reporting to the Customer Service Supervisor - Member Services.

You Will:

• 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.
• Overcome objections and enthusiastically resolve customer's 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.
• Professionally interact with highly valued customers and internal Executives if and when applicable.

You Have:

• 1+ years of relevant 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 (preferred).
• Experience in a call center environment (preferred).
• Experience with sales/customer retention skills (desired).
• Bachelor's degree, or equivalent work experience (desired).

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Medical, Dental and Vision Insurance Plans
• Education Benefits
• Paid Maternity and Paternity Leave
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program

Learn more about all our US benefits