Dow Jones Customer Service Jobs

Customer Service

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Job Information

Dow Jones Client Services / Customer Care Advisors Principal in United States

Job Description:

About Us

OPIS, a Dow Jones company, provides price transparency across the global fuel supply chain, including the Spot, Wholesale Rack and Retail markets. OPIS enables customers to buy and sell energy commodities with confidence via multi-platform access to accurate data, real-time news, powerful software and educational events. Our commitment to reliability is reinforced by personalized customer service and constant innovation. OPIS listens to what energy stakeholders need and responds with flexible and easy-to-use products. Navigating world fuel markets is complex – OPIS makes it simpler.

Our industry-leading proprietary benchmark chemical, coal, and petroleum price markers help producers and suppliers, utility and power generators, traders, financial institutions, integrated oil and gas companies, governments and end-users buy and sell commodities profitably, as well as perform critical market analysis on how chemical, coal, and petroleum affects the energy market and other fuels.

Our products provide clients with:

  • Daily news

  • Indices and proprietary pricing

  • Data and analytics

  • Commentary and industry analysis

  • Advisory services

  • Company information

  • Industry events attended by top producers, consumers, and traders where deals are often closed

Your Role

Do you form strong connections with your customers and push them to think in creative ways that will maximize your product’s value and achieve desired results? Are you an effective teacher and can simply, yet effectively, guide your customer to success? Have you perfected the craft of active listening and empathy and can fully focus on the customer to ensure their success with your product? Have you received the honorable status as a trusted advisor with customers turning to you for reliable information backed by data, experience, and educated intuition? Do you have a creative ability to persuade customers to use your product in a way they didn’t realize they could? Do Product Managers respect you because you know the product as well as they do? If you answered yes to these questions, then we’d like to meet you!

Responsibilities

This role will be focused on the post-sales relationship with our top strategic customers, which will include growing adoption, ensuring retention, and identifying expansion opportunities while maintaining high levels of satisfaction.

As the position evolves, this colleague will be expected to use their intimate knowledge of client needs to also:

  • Spends time equally between delivering training and support to customers.

  • Work closely with the Account Team and Product Owners to find opportunities for new usage of OPIS solutions across organizational functions.

  • Provide feedback on product enhancements

About You

  • 7 - 10 years of experience in a related function with direct customer advocacy and engagement experience in software post-sales activities

  • Skilled at understanding a customer’s business issues and independently recommending appropriate solutions

  • Specialized knowledge of coal, steel and chemical markets and services

  • Ability to explain complex material while anticipating potential objections

  • Strong client services orientation: listening, critical thinking, analytical skills, and a high degree of empathy

  • Exceptional verbal, written, social and interpersonal skills, as well as expertise in building long-term strategic relationships

  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details


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.


Inclusion and diversity are critical to the success of Dow Jones, and we actively encourage applications from people of all backgrounds. We are committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected category. For more information on the many ways in which we enthusiastically support inclusion and diversity efforts for both candidates and employees.


Current Colleagues

If you are currently employed by Dow Jones, please apply internally via the Workday internal careers site.

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.

To enter one of our US based offices: Any offer of employment is contingent on providing proof of Covid-19 vaccination prior to your start date, subject to approved medical and/or religious exemptions, in accordance with applicable law.

Business Area: OPIS

Job Category: Customer Service Group

Union Status:

Non-Union role

NYC Pay Range: $50,000 - $180,000

We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.

Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.

For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce.

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: 35186

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