Location: Remote/Princeton, NJ

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. Help to retain Dow Jones customers and increase customer loyalty while projecting a professional, efficient and positive approach.

In this role you will...

• Need to have the strong ability to multitask, 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 products and processes
• Work with other Dow Jones departments to ensure escalated issues are handled efficiently and correctly

Preferred Experience:

• 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 judgment 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
• A 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

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.