Are you a people person?
If so, we want you on our team. People like talking to you. You’re a problem solver, self-starter, and keen negotiator. You understand that good customer relationships are vital for business. You make a great first impression. People like working with you because you’re reliable, energetic, and most of all, fun. If this is you, we’d love to meet you.
Job Description:
Job Description
The Customer Service Department’s mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands
Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team.
All of our team members are passionate about always being the 'customer' and work to incorporate our CSXD core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful.
We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply
CUSTOMER SERVICE ASSOCIATE- PRINT AMBASSADOR TEAM
Based in: Princeton, NJ
Reports to: Customer Service Supervisor - Print Ambassador Team
KEY RESPONSIBILITIES
Provide high-level customer support via telephone, email, social media and SMS for Dow Jones suite of products, including The Wall Street Journal and Barron’s. Assist customers in resolving ongoing delivery problems, while also handling billing/account administration, cancellation, pricing, content, technical support, product navigation and more
Interact with high-level executives and escalated customers on a consistent basis to assist with and resolve Customer Service issues.
Represent Customer Service in a public-facing manner, including on social media, and in handling escalated contacts on behalf of the Customer Service senior leaders.
Proactively assist customers experiencing severe print delivery problems to retain them and to increase customer loyalty while projecting a professional, efficient and positive approach.
Make independent decisions to resolve customer issues with strong problem solving skills.
Overcome objections and enthusiastically resolve escalated customers concerns while consistently providing superior levels of customer service.
Work with other departments to ensure escalated issues are handled timely and correctly.
Ensure all relevant procedures are followed from beginning to resolution.
QUALIFICATIONS
Required
1+ years of relevant customer service experience in a customer service role, including experience handling escalated customers
Superior verbal and written communication skills to represent Customer Service and the CS senior leadership team.
Intermediate to moderate level experience with using various platforms (Twitter, other social media) and technologies (iOS, Android, Windows, SMS, etc.)
Preferred
Experience with customer service via social media and/or SMS.
Experience in a call center environment
Ability to pay attention to detail while being able to multitask, along with the ability to prioritize to meet the team and individual goals .
Desired
Experience with sales/customer retention skills
Experience interacting with company Executives
Bachelor’s degree
Our Benefits
Comprehensive Healthcare Plans
Paid Time Off
Retirement Plans
Comprehensive Insurance Plans
Education Benefits
Family Care Benefits
Commuter Transit Program
Subscription Discounts
Employee Referral Program
Dow Jones , Making Careers Newsworthy
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .
Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put “Reasonable Accommodation" in the subject line.
Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE
Job Category: Customer Service/Support Group
Req ID: 32661
