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Customer Service Associate
Dow Jones
Princeton, NJ, United States
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Customer Service Associate - Print Ambassador
Job Description:
Customer Service Team
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.
Based in:
Princeton
Reports to: Customer Service Supervisor
Key Responsibilities:
We are looking for individuals with the desire to interact with customers and solve problems related to delivery issues. This is an excellent opportunity for anyone looking to expand their knowledge of the print business. The ideal candidate will be process-oriented, have experience with delivery issues, and be committed to making the overall member experience as best as possible every day.
• Provide high-level telephone and e-support for The Wall Street Journal and Barron’s by inbound and outbound calls related to print delivery
• Strong ability to enthusiastically resolve customer’s concerns while consistently providing superior levels of customer service
• Ensure all relevant procedures are followed from beginning to resolution
• Actively seek out opportunities for self-improvement, keeping up with new product trainings and process knowledge
• Make independent decisions to resolve customer issues with strong problem solving and negotiation skills
• Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly
Requirements:
• 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 customers in a professional and pleasant manner
• Sound judgement and a commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions
• Attention to detail and the ability to prioritize and meet deadlines
• 1 year experience in a customer service related role, call center experience and knowledge of delivery in a subscription-based business model a plus
• Hours are 8:00am - 4:00pm M-F; may require occasional Saturday hours
• Basic computer skills
• College degree preferred
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:
CUSTOMER ENGINE