Customer Success Specialist

Found in: Appcast US C2 - 2 weeks ago

Princeton, United States Corestaff Services Full time

Could go perm for the ideal candidate.

Must be local to Princeton, NJ - It is still a hybrid role, but it is based out of the Princeton office. Our agents/Team are required to be in the office once per month on dates that are selected well in advance.

After going perm, agents are expected to work weekends, which currently is being rotated and people would be expected to work 1 out of every 4-6 weekends currently. You may be asked to work a later shift (11-7, 12-8), which is also in a monthly rotation.

Ideal candidate should have great communication skills

They will be working on B2B clients - speaking with Sr level customers

Should have strong research skills, this role involves research

Will be assisting with Factiva and Dow Jones Risk & Compliance

The position resides in the Customer Experience Team, reporting to the Customer Service Supervisor. We are currently looking for a Customer Service Associate. Someone who has a passion for helping people and truly has a can-do attitude. We are offering a career with a recognized leader in the world of global news and business information. This is an opportunity to be a part of a multinational organization that focuses on its people.

Key Responsibilities:

• Provide high-level telephone, email, and web chat support for the Dow Jones suite of PIB products; including Factiva, Dow Jones Risk & Compliance, and Dow Jones Newswires.

• Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.

• Provide professional-level support to retain customers and increase customer loyalty.

• 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.

• Ensure all key performance indicators and service levels are met.

• Actively seek out opportunities for self-improvement, and participate in new product and procedural training.

• Work with other departments to ensure escalated issues are handled efficiently and correctly.

QUALIFICATIONS:

• Superior verbal and written communication skills with the ability to quickly establish trust and reliability

• Commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions

• Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner

• Ability to maintain a positive attitude in an often busy and stressful environment

• Ability to understand new technical systems and applications quickly

• Attention to detail and the ability to multitask, prioritize, and meet deadlines

• Positive outlook on change and flexible approach to team-based work environment and structure

• Ability to follow a large set of procedural guidelines and to be independently resourceful when investigating/researching complex customer queries

• For language specific positions: native level proficiency in written and spoken communication.

Preferred

• Previous Customer Service experience preferred

Desired

• Salesforce experience a plus

• Desire to grow within the company

• College degree desired

• Previous research experience desired

• Fluent in German/French/Spanish/Chinese/Japanese/Italian/Russian a plus

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