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Customer Service Associate

Learn more about Dow Jones
Dow Jones

Dow Jones

Customer Service Associate

Princeton, NJ
Full Time
  • Responsibilities

    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
  • Qualifications

    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
  • Industry
    Online Media
  • About Us

    Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to become a world-wide 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.