Job Description

Job Description:

The Customer Service & Experience Design (CSXD) Departments 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.

Customer Retention Associate

Based in: Princeton

Reports to: Customer Service Supervisor

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 opportunity for anyone looking to advance their career quickly in a fast paced 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.

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 a working knowledge of all company products, services, and promotions

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

QUALIFICATIONS:

Required

* Outstanding verbal and interpersonal skills
* Experience in a sales or customer service related role, call center experience a plus

* Strong ability to probe and correctly identify member needs and concerns

* 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

Preferred

* Desire and drive to solve customer problems and retain customers
* A great sense of humor - work hard, play hard!

Desired

* Bachelors or Associates degree or equivalent work experience

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 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: 23972