Dow Jones Customer Service Jobs

Customer Service

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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.

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Job Information

Dow Jones Customer Service Associate in PRINCETON, New Jersey

Job Description:

The Customer Service & Experience Design (CSXD) 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. Our Customer Experience Design Team are the guardians of the customer experience and advocate for our customers

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

  • Proactively assist customers experiencing severe print delivery problems to retain them and to increase customer loyalty while projecting a professional, efficient and positive approach.

  • 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 / SKILLS

Required

  • Superior verbal and written communication skills to represent Customer Service and the CS senior leadership team.

  • 2+ years of customer service experience in a customer service role, including experience handling escalated customers

  • 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

Desired

  • Experience with sales/customer retention skills

  • College degree

CANDIDATE QUALITIES

  • Ability to listen, empathize, and effectively handle escalated customers in a pleasant and professional manner.

  • Confidence to represent Customer Service and the CS leadership team effectively and independently.

  • Commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs and find solutions.

  • Ability to maintain a positive attitude in an often busy and intense environment.

  • Strong aptitude and desire to learn new technical systems and applications while being proficient in both some older and the newest technologies .

  • Attention to detail while being able to multitask, along with the ability to prioritize to meet the team and individual goals .

  • Determined to seek out opportunities for self-improvement, keeping up with new product training and process knowledge.

  • Ability to follow a large set of procedural guidelines to a very high accuracy level and adjust to changes when required.

  • A positive outlook on change and flexible approach to team-based work environment and structure.

  • Desire to grow with the company.

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

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.

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

About Us

Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.

Req ID: 25100

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