Customer Service Associate

Job Description:

Customer Service Associate (Hybrid)

Dow Jones

Princeton, New Jersey

 

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 be based in Princeton, NJ reporting to the Customer Service Supervisor - Group Accounts.

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 and Barron’s by answering our Corporate and Educational customer queries concerning delivery, billing/account administration, pricing, content, technical support, and product navigation.

• Professionally respond to inquiries from multiple stakeholders and internal Executives throughout the organization regarding Corporate and Educational customer escalations and requests.

• Resolve customer and stakeholder concerns while consistently providing superior levels of service through our different contact channels. 

• 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.

• Collaborate with other Dow Jones departments to ensure escalated issues are handled timely and correctly.

• Retain Dow Jones customers and increase customer loyalty while projecting a professional, efficient, and positive approach.

You Have:

• 1+ years of relevant customer service experience.

• Excellent verbal and written communication skills.

• Intermediate to moderate level experience with using various technologies and software (Google Suite, Microsoft Suite, iOs, Android). 

• Experience handling escalated customer concerns (preferred).

• Experience in a call center environment (preferred).

• Experience managing stakeholder relationships (desired).

• Bachelor’s degree (desired) or equivalent work experience.

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

#LI-Hybrid

Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic inf