Customer Service Associate

Job Description:

About Our Organization

Dow Jones is a global provider of news and business information delivering content to consumers and organizations around the world across multiple formats including print digital mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the worlds largest newsgathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal Americas largest newspaper by paid circulation; Barrons MarketWatch Mansion Global Financial News Investors Business Daily Factiva Dow Jones Risk & Compliance Dow Jones Newswires OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS NWSA; ASX: NWS NWSLV).

About the Role

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including The Wall Street Journal Barrons MarketWatch Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group focused on delivering excellence during every customer interaction. You will be based in Princeton NJ reporting to the Customer Service Supervisor Group Accounts.

You Will:

• Provide highlevel telephone and email support on Dow Jones suite of products and services including but not limited to The Wall Street Journal and Barrons by answering our Corporate and Educational customer queries concerning delivery billing/account administration pricing content technical support and product navigation.
• Professionally respond to inquiries from multiple stakeholders and internal Executives throughout the organization regarding Corporate and Educational customer escalations and requests.
• Resolve customer and stakeholder concerns while consistently providing superior levels of service through our different contact channels.
• Ensure all relevant procedures are followed from beginning to resolution.
• Actively seek out opportunities for selfimprovement keeping up with new product training and process knowledge.
• Make independent decisions to resolve customer issues with strong problemsolving skills.
• Collaborate with other Dow Jones departments to ensure escalated issues are handled timely and correctly.
• Retain Dow Jones customers and increase customer loyalty while projecting a professional efficient and positive approach.

You Have:

• 1 years of relevant customer service experience.
• Excellent verbal and written communication skills.
• Intermediate to moderate level experience with using various technologies and software (Google Suite Microsoft Suite iOs Android).
• Experience handling escalated customer concerns (preferred).
• Experience in a call center environment (preferred).
• Experience managing stakeholder relationships (desired).
• Bachelors degree (desired) or equivalent work experience.

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Medical Dental and Vision Insurance Plans
• Education Benefits
• Paid Maternity and Paternity Leave
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program

#LIHybrid

Reasonable accommodation: Dow Jones Making Careers Newsworthy We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law.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 email us at Please put Reasonable Accommodation in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area:

Dow Jones Customer Service

Job Category:

Customer Service & Contact Center Operations

Union Status:

Union role

Pay Range: $35.000 $50000

We recognize that attracting the best talent is key to our strategy and success as a company. As a result we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect and we tailor our offers within the range based on the selected candidates experience industry knowledge location technical and communication skills and other factors that may prove relevant during the interview process.

Payforperformance is a key element in our strategy to attract engage and motivate talented people to do their best work. Similarly to salary for bonus eligible roles targets are set based on a variety of factors including competitive market practice.

For benefits eligible roles in addition to cash compensation the company provides a comprehensive and highly competitive benefits package with a variety of physical health retirement and savings caregiving emotional wellbeing transportation and other benefits including elective benefits employees may select to best fit the needs and personal situations of our diverse workforce..