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:
Research Specialist, Customer Service
Based in: Princeton, NJ/Barcelona
Reports to: Integration Research Manager
Key Responsibilities:
Create searches for the query database used for both internal and external customers.
Think out of the box when utilizing research method tools, allowing customers to use the suite of products more effectively for their specific requirements
Provide high-level telephone and e-support to customers who require research assistance for the Dow Jones suite of products including advice on search strategies, indexing, and content.
Learn and use all internal tools to provide high-level support to customers
Encourage and increase product usage by up-selling users, liaising with sales account teams where necessary
Track progress on outstanding incidents to ensure customers get accurate and timely updates and resolutions.
Build strong relationships with Customer Service colleagues, Technical Support, Sales, Product, internal stakeholders, and customers
Collaborate with Sales and prospects on projects that might bring new revenue to the company
Help create searches and/or select content for special company projects
Participate in activities to improve the overall Customer Experience such as mentoring, focus groups and miscellaneous training sessions
Act as a subject matter expert in your area
Requirements:
Strong research skills using Boolean connectors, proximity connectors, and taxonomy for the creation of queries
Ability to analyze and understand customer requests/issues, conduct the appropriate research, solve issues correctly in a timely manner, and evaluate that the results are relevant to the subject being studied
Proven ability to provide excellent customer service all at times and in all forms of communication with the ability to listen, empathize, and effectively handle challenging customers in a professional manner
Outstanding interpersonal skills, maintaining the highest service delivery
Ability to work independently on projects
Ability to keep ahead of trends
Technical aptitude with previous experience supporting applications in a web environment
Understanding of customer needs and the ability to suggest Dow Jones products and services to existing as well as potential customers
Team player to move the team toward the completion of goals
Ability to follow a large set of procedural guidelines and adjust to changes when required
A positive outlook on change and a flexible approach to the work environment and structure
MLS, former research experience, or Factiva expert search ability
QUALIFICATIONS:
Required
Strong research skills using Boolean connectors, proximity connectors, and taxonomy for the creation of queries
Ability to analyze and understand customer requests/issues, conduct the appropriate research, solve issues correctly in a timely manner, and evaluate that the results are relevant to the subject being studied
Proven ability to provide excellent customer service all at times and in all forms of communication with the ability to listen, empathize, and effectively handle challenging customers in a professional manner
Outstanding interpersonal skills, maintaining the highest service delivery
Ability to work independently on projects
Ability to keep ahead of trends
Ability to understand the customer’s needs
Team player to move the team toward the completion of goals
Ability to follow a large set of procedural guidelines and adjust to changes when required
A positive outlook on change and a flexible approach to the work environment and structure
Experience in a customer service organization supporting high-end products and high-value clients
Experience supporting complex applications in a web environment
Ability to train/coach team members on Dow Jones PIB products and services (Factiva, R&C, Newswires)
Ability to build and develop relationships with others to assess needs, identify and solve problems
Superior verbal and written communication skills with the ability to explain complex ideas at a level appropriate to the audience
Advanced knowledge of current PIB products and CS procedures, with a minimum of 6 months in a CSA position on the PIB team in the past 2 years
Advanced knowledge in R&C products, as this Team Leader will also become a R&C SME (subject matter expert).
Ability to schedule work and implement work assignment adjustments to meet changing business needs
Ability to share MOD (Manager on Duty) responsibilities on weekends and holidays
Salesforce experience
Preferred
Technical aptitude with previous experience supporting applications in a web environment
Understanding of customer needs and the ability to suggest Dow Jones products and services to existing as well as potential customers
Desired
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: 31739
