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 Training & Knowledge Analyst I 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.

Training and Knowledge Analyst I

Based in: Princeton, NJ

Reports to: Training & Knowledge Manager

Key Responsibilities:

  • Deliver existing modules and curricula for new hires and other customer service training courses.

  • Coordinate the logistics, facilitation, and other related administrative tasks required for a customer service training event.

  • Performs activities to deliver and assess new hire performance for the duration of New Hire Training, including the administration of weekly assessments.

  • Responsible for all onboarding tasks, including but not limited to, communication, scheduling and organizing the logistical needs for new hires and hiring managers

  • Review and update existing training materials to ensure agents are kept current on our products and systems.

  • Maintain the Customer Service Knowledge Base in a timely fashion with policies, procedures, and supplemental information agents need to deliver accurate world-class support on a daily basis.

  • Other duties as assigned.

QUALIFICATIONS:

Required

  • At least one year of experience performing a customer service role or equivalent in a similar environment

  • Strong attention to detail

  • Familiarity with Google’s Suite of Apps, MS Office, or similar software and applications.

  • Solid presentation and instructional (one-to-one and classroom) skills

  • Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management

Preferred

  • Ability and willingness to travel. This role may require visits to other Dow Jones Contact Centers

Desired

  • Familiarity with e-learning authoring software

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: 27135

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