Full job description

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 world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's 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

In this role, you'll empower customers to make informed decisions on our content, investing strategy, and premium products. As part of the team, you will deliver best-in-class customer service and support to our IBD customers, ensuring they receive innovative, proactive, and compassionate service that exceeds expectations. You will be based in our Los Angeles, California office reporting to the Customer Engagement Director.

You Will:

• Resolve a wide range of issues in creative ways by processing and responding to customer concerns, requests, complaints, and other various needs through multiple contact points such as inbound and outbound phone, chat, online requests, and email.
• Maintain a minimum quarterly quality level of 95%.
• Help educate customers on product offerings, proprietary investing tools, features and content.
• Ensure our customers are using the right products for their needs. Provide customers with simple technical assistance with IBD products.
• Make callbacks to follow-up on service and/or support -related issues.
• Collaborate with multiple departments to research and resolve issues, improve processes and to promote thoughtful ideas.
• Participate in newly-hired employee and recurring training.
• Develop and maintain a knowledge base of the evolving IBD suite of product offerings.
• Grow investing knowledge through the education we provide.
• Perform additional tasks and special projects as assigned.

You Have:

• 2 to 5 years of experience.
• Excellent written and verbal communication skills.
• Proven experience with Windows, MAC, and iPad operating systems.
• Knowledge of multiple Internet browsers (i.e., Internet Explorer, Firefox, Safari & Chrome) and security software.

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

Customer Service Associate