Customer Service Associate (Hybrid in Princeton, New Jersey)

Full job description

Job Description: About us:

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 reside on the Customer Service Team, reporting to the Customer Service Supervisor. We are offering a career with a recognized leader in the world of global news and business information. You will be a part of a multinational organization that focuses on its people. Dow Jones is searching for candidates who want to work within our Global Customer Service team to learn from this position. You will be based in our Princeton, NJ office.

You Will:

• Provide high-level telephone, email, and web chat support for the Dow Jones suite of PIB products; including Factiva, Dow Jones Risk & Compliance, and Dow Jones Newswires.

   

• Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.

• Provide professional-level support to retain Dow Jones customers and increase customer loyalty.

• Ensure all relevant procedures are followed from beginning to resolution.

• Ensure all key performance indicators and service levels are met.

• Actively seek out opportunities for self-improvement, and participate in new product and procedural training.

• Work with other Dow Jones departments to ensure escalated issues are handled efficiently and correctly.

You Have:

• High proficiency/fluency in English language for both written and verbal communication within a corporate environment.

   

• Commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions.

• Strong ability to multitask, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service.

• Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner.

• A positive attitude in an often busy environment.

• Ability to understand new technical systems and applications.

• Attention to detail, the ability to multitask, prioritize, and meet deadlines.

• Positive outlook on change and a flexible approach to team-based work environment and structure.

• Ability to follow a large set of procedural guidelines and to be independently resourceful when investigating/researching complex customer queries.

• Experience in a contact center and/or customer service environment (Preferred).

• Salesforce experience (a plus).

• Desire to grow within the company.

• College degree (desired) or equivalent work experience.

• Previous research 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