Customer Service Associate - Consumer

Princeton, NJ, United States Posted 10 days ago

Dow Jones is recruiting for Customer Service Associates! We are looking for 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.

Key Responsibilities:

  • Provide high-level telephone and e-support for the Dow Jones Consumer products, including The WSJ, Barron’s and Marketwatch, answering global customer queries concerning billing/account administration, content, product navigation, and delivery
  • Retain Dow Jones customers and increase customer loyalty while projecting a professional, efficient and positive approach
  • Strong ability to multi-task, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service
  • Ensure all relevant procedures are followed from beginning to resolution
  • Must ensure all key performance indicators are met
  • Actively seek out opportunities for self-improvement, keeping up with new product trainings and process knowledge
  • Work with other Dow Jones departments to ensure escalated issues are handled efficiently and correctly

Requirements:

  • Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone
  • Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner
  • Sound judgement and a 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
  • Proficiency with Microsoft Office and web browsing
  • Attention to detail and the ability to prioritize and meet deadlines
  • Ability to follow a large set of procedural guidelines to a very high accuracy level and adjust to changes when required
  • Positive outlook on change and flexible approach to team-based work environment and structure
  • Desire to grow with the company
  • Previous Customer Service experience preferred
  • College degree preferred
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