Customer Service Associate

Dow Jones & Company•Los Angeles, CA

32d•$35,000 - $50,000•Hybrid

About The Position

The Customer Service Associate provides best in class customer service and support to IBD customers. You will deliver innovative, proactive and compassionate service that exceeds customers' expectations. You will help customers make informed decisions on our content, investing strategy and premium products and utilize consultative selling skills to identify customer needs, recommend appropriate solutions and drive revenue growth through product upgrades and premium offerings. You will be based in our Los Angeles, California office reporting to the Customer Service Manager.

Requirements

3 to 5 years of Customer Service experience
Excellent written and verbal communication skills.
Proven experience of Windows, MAC and iPad operating systems.
Knowledge of various internet browsers (i.e., Internet Explorer, firefox, Safari & Chrome) and security software.
Knowledge and experience of known (hardware/software) compatibilities, Operating Systems, Browsers, anti-virus, Plug-ins/Add-Ons.

Responsibilities

Resolve a wide range of customer issues creatively and efficiently across multiple channels, including inbound/outbound phone and email.
Provide technical support for IBD products, including diagnosing and troubleshooting on Website, Apps and Mobile devices; perform back-end password, and entitlement resolutions; guide customers through corrective processes (e.g., clearing cache/cookies, browser compatibility, whitelist, install/un-stall apps and enabling notifications on all devices) using probing and consultative questioning.
Deliver exceptional customer experiences while proactively driving revenue through consultative selling, strategic upselling, cross-selling opportunities, retention/save initiatives and periodic sales promotion campaigns.
Educate customers on IBD's product offerings, proprietary investing tools, features, and content, ensuring they are aligned with the solutions best suited to their needs.
Conduct follow-up callbacks to ensure full resolution of service and support-related issues and maintain high customer satisfaction.
Partner with the Product Team, the Programming team, and other departments to research and resolve technical issues, improve processes, and submit documented feedback (including screenshots) to support system enhancements.
Continuously develop expertise in the evolving IBD product suite while expanding investing knowledge through company-provided education and training.
Perform additional duties and special projects as assigned.