Customer Service Associate
About The Position
About the Team: 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. About the Role 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 New Jersey office reporting to the Customer Service Supervisor.
Requirements
- 1+ years of relevant customer service experience (preferred).
- 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.
Nice To Haves
- 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).
Responsibilities
- 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.
Benefits
- We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.
- Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.
- For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
1,001-5,000 employees
