Customer Service Associate - PIB
Based in: Princeton, NJ
Reports to: Customer Service Supervisor
The position resides in the Customer Experience Team, reporting to the Customer Service Supervisor. We are currently looking for a Customer Service Associate. Someone who has a passion for helping people and truly has a can-do attitude. We are offering a career with a recognized leader in the world of global news and business information. This is an opportunity to 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 and grow from this position.
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.
Provide professional-level support to retain Dow Jones customers and increase customer loyalty.
Strong ability to multitask, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service.
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.
Superior verbal and written communication skills with the ability to quickly establish trust and reliability
Commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions
Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner
Ability to maintain a positive attitude in an often busy and stressful environment
Ability to understand new technical systems and applications
Attention to detail and the ability to multitask, prioritize, and meet deadlines
Positive outlook on change and 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
Salesforce experience a plus
Desire to grow within the company
College degree desired
Previous research experience desired
Fluent in German/French/Spanish/Chinese/Japanese/Italian/Russian a plus
Comprehensive Healthcare Plans
Paid Time Off
Comprehensive Insurance Plans
Family Care Benefits
Commuter Transit Program
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
Union / No clear and likely Internal Candidate (Employee Only) has been identified
Req ID: 20393