Job Description

Job Description:

Customer Service Associate (Consumer)

Based in: Princeton, NJ

Reports to: Customer Service Supervisor

This is a 3-6 month contract to perm position

Key Responsibilities:

* Provide high-level telephone and e-support on Dow Jones suite of products and services including but not limited to The Wall Street Journal, Barrons and MarketWatch by answering our customer queries concerning delivery, billing/account administration, pricing, content, technical support, and product navigation.
* Retain Dow Jones customers and increase customer loyalty while projecting a professional, efficient and positive approach

* Strong ability to overcome objections and enthusiastically resolve customers concerns while consistently providing superior levels of customer service

* Ensure all relevant procedures are followed from beginning to resolution

* Actively seek out opportunities for self-improvement, keeping up with new product training and process knowledge

* Make independent decisions to resolve customer issues with strong problem solving skills

* Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly

* Professional ability to interact with high valued customers and internal Executives if and when applicable

Requirements:

* Superior verbal and written communication skills to establish trust and reliability over the phone
* Ability to listen, empathize, and effectively handle challenging customers in a professional and pleasant manner

* 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 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

* 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

* College degree preferred

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: Contingent Workers

About Us

Since 1882, Dow Jones has been finding new ways to bring information to the worlds 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, Barrons, 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: 23016