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Customer Service Representative

2 months ago

Princeton, New Jersey, United States Dow Jones Full time
About Our Organization

Dow Jones is a leading global provider of business information and news, delivering high-quality content to consumers and organizations worldwide across various formats, including digital, mobile, and live events. With a rich history spanning over 130 years, Dow Jones has established itself as a trusted source of information, with a vast network of news-gathering operations globally. Our flagship publication, the Wall Street Journal, is one of the world's largest newspapers by paid circulation, and we also publish other renowned brands such as Barron's, MarketWatch, and Financial News.

About the Team

OPIS, a Dow Jones company, specializes in providing price transparency across the global fuel supply chain, including the Spot, Wholesale Rack, and Retail markets. Our team enables customers to buy and sell energy commodities with confidence by offering multi-platform access to accurate data, real-time news, powerful software, and educational events. We prioritize personalized customer service and constant innovation to meet the evolving needs of the energy community.

About the Role

As a Customer Service Associate on our Global Customer Service team, you will utilize your exceptional communication skills and passion for helping others to provide top-notch support to our customers. You will be part of a recognized leader in the business information industry, committed to delivering the highest-quality customer support. You will learn and grow from this position, using your experience to establish a successful career in our multinational organization. You will report to the Customer Service Supervisor and work in a dynamic environment that values teamwork and collaboration.

Key Responsibilities
  • Provide high-level telephone and email support for the OPIS suite of products
  • Answer global customer queries concerning content/data, product navigation, billing/account administration, and more
  • Ensure all relevant procedures are followed from beginning to resolution
  • Ensure all key performance indicators and service levels are met
  • Collaborate with colleagues on our sales, billing, and editorial teams to ensure complete customer satisfaction
  • Actively seek out opportunities for self-improvement and participate in new product and procedural training
Requirements
  • At least 1 year of customer service experience in any setting (preferred)
  • Flexibility to accommodate a dynamic work schedule
  • Experience resolving customers' concerns while consistently providing superior levels of customer service and satisfaction
  • Ability to follow a large set of procedural guidelines and be independently resourceful when investigating & researching complex customer queries
  • Built and developed internal & external relationships to identify problems, assess needs, and find solutions to customer queries
  • Demonstrated experience of learning technical systems and applications quickly
  • Salesforce or NetSuite experience (preferred)
  • College degree (preferred)
Our Benefits
  • Comprehensive Healthcare Plans
  • Paid Time Off
  • Retirement Plans
  • Comprehensive Insurance Plans
  • Lifestyle programs & Wellness Resources
  • Education Benefits
  • Family Care Benefits & Caregiving Support
  • Commuter Transit Program
  • Subscription Discounts
  • Employee Referral Program