Job Description

Job Description:

Customer Service Team

This team provides 1st through 3rd level support for global customer contacts providing 24/7 coverage for clients of our consumer and PIB products. Included within the service team is the contact center operations team which is responsible for training, quality management, service performance reporting, service design and the systems that support the Customer Service team.

We are adding to our exciting Retention team within our Customer Service team in our Princeton, NJ office. As a Customer Retention Associate, you will be responsible for retaining members of The Wall Street Journal and Barrons by re-selling the value of our products to members calling in with the intention to cancel. You are an engaging individual who loves sharing your knowledge and enthusiasm for our products, pricing and memberships.

This is an excellent contract opportunity with potential to turn full-time for anyone looking to advance their career quickly in a highly motivated call center environment. The ideal candidate will thrive on friendly competition, encourage excitement and be committed to making the overall customer experience as best as possible every day.

Reports to: Customer Service Supervisor

This is a 3-6 month contract to perm position

Key Responsibilities:

* Retain Dow Jones members seeking to cancel through inbound calls
* Build quick rapport with members and apply sales methodologies and problem-solving strategies while providing solutions to customers

* Meet retention goals set by the company and ensure all key performance key indicators are met

* Follow guidelines for quality standards established by the contact center management and closing all sales with integrity

* Actively seek out opportunities for self-improvement, continually maintaining working knowledge of all company products, services and promotions

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

Requirements:

* Outstanding verbal and interpersonal skills
* Strong ability to probe and correctly identify member needs and concerns

* Genuine desire and drive to solve customer problems and retain customers

* Ability to maintain a positive attitude in an often busy and intense environment

* Ability to follow procedural guidelines to a high accuracy level

* Basic computer skills

* Fluent in English language

* 1 year experience in a sales or customer service related role, call center experience a plus

* High school diploma or equivalent required; bachelors or associates degree a plus

* A great sense of humor - work hard, play hard!

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: 23038