We are building a new and exciting Retention team within our Customer Service team in our Princeton, NJ office. As a Customer Retention Associate in our new team, you will be responsible for retaining members of The Wall Street Journal and Barron’s 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 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.

This is an excellent opportunity 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.

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

Preferred Experience:

• 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; bachelor’s or associate’s degree a plus
• A great sense of humor - work hard, play hard!

Starting out as a niche news agency in an obscure Wall Street basement, Dow Jones has become a worldwide news and information powerhouse, with prestigious brands including our flagship Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News and other great products. World-class journalism lies at the core of our growing news-derived data capabilities, driven by innovation in AI and machine learning. We understand that the better the provenance of information, the greater the opportunity.