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 Team:
OPIS, a Dow Jones company, provides price transparency across the global fuel supply chain, including the Spot, Wholesale Rack and Retail markets. OPIS enables customers to buy and sell energy commodities with confidence with multi-platform access to accurate data, real-time news, powerful software and educational events. Our commitment to reliability is reinforced by personalized customer service and constant innovation. OPIS listens to what the energy community needs and responds with flexible and easy-to-use products. Navigating world fuel markets is complex – OPIS makes it simpler.
About the Role:
The OPIS Customer Service 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 information and analysis for our industry-leading proprietary benchmark chemical, coal, carbon and petroleum services.
As a Customer Service Associate on our Global Customer Service team, you will provide high-level telephone and email support for the OPIS suite of products. You will also collaborate with colleagues on our sales, billing, and editorial teams to ensure complete customer satisfaction. This position reports to the Customer Service Supervisor. The work hours for this position are 10 AM - 7 PM Eastern Standard Time.
You Will:
- Answer global customer queries regarding content & data, product navigation, billing/account administration, and other critical customer needs
- Independently investigate and researching complex customer queries while ensuring that all relevant procedures are followed from beginning to resolution
- Ensure all key performance indicators and service levels are met.
- Participate in new product and procedural training
You Have:
- The ability to adhere to the mandatory 10 AM - 7 PM Eastern Standard Time workday schedule
- Minimum 2 years’ experience handling challenging customer inquiries professionally, pleasantly, and effectively
- Experience independently identifying customers’ problems, assessing needs, and finding solutions while following a large set of procedural guidelines
- Customer relationship building and development skills
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
Learn more about all our US benefits
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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
[email protected]. 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 - OPIS
Job Category:
Customer Service & Contact Center Operations
Union Status:
Non-Union rolePay Range: $35,000 - $85,000We 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 candidate’s experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.Pay-for-performance 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..
