Customer Service Associate

About the Team

Investor's Business Daily (IBD) is the leader in stock research and education. For over 35 years, IBD has helped countless investors around the world make more money in the market and achieve their financial goals. Founded with the mission of democratizing stock investing, IBD provides its customers access to the same type of research Wall Street uses to make decisions. All of IBD's products and content are based on a time-tested investing methodology, which uses fundamental and technical analysis to identify leading stocks before their big price increases. IBD helps its customers succeed in the market with its unparalleled stock research including market-beating stock lists, proprietary stock ratings and powerful investing tools that help them make more profitable trading decisions. Also, IBD provides customers with world-class investing education that includes product coaching, interactive webinars, live and virtual workshops, videos, online courses and more. IBD joined the Dow Jones and News Corp family of companies in May 2021.

About the Role

The Customer Service Associate provides best in class customer service and support to IBD customers. Delivers innovative, proactive and compassionate service that exceeds customers' expectations. You will help customers make informed decisions on our content, investing strategy and premium products. Utilize consultative selling skills to identify customer needs, recommend appropriate solutions and drive revenue growth through product upgrades and premium offerings. You will be based in our Los Angeles, California office reporting to the Customer Service Manager.

You Will

• Resolve a wide range of customer issues creatively and efficiently across multiple channels, including inbound/outbound phone and email.
• Provide technical support for IBD products, including diagnosing and troubleshooting on Website, Apps and Mobile devices; perform back-end password, and entitlement resolutions; guide customers through corrective processes (e.g., clearing cache/cookies, browser compatibility, whitelist, install/un-stall apps and enabling notifications on all devices) using probing and consultative questioning.
• Deliver exceptional customer experiences while proactively driving revenue through consultative selling, strategic upselling, cross-selling opportunities, retention/save initiatives and periodic sales promotion campaigns.
• Educate customers on IBD's product offerings, proprietary investing tools, features, and content, ensuring they are aligned with the solutions best suited to their needs.
• Conduct follow-up callbacks to ensure full resolution of service and support-related issues and maintain high customer satisfaction.
• Partner with the Product Team, the Programming team, and other departments to research and resolve technical issues, improve processes, and submit documented feedback (including screenshots) to support system enhancements.
• Continuously develop expertise in the evolving IBD product suite while expanding investing knowledge through company-provided education and training.
• Perform additional duties and special projects as assigned.

You Have

• 3 to 5 years of Customer Service experience.
• Excellent written and verbal communication skills.
• Proven experience of Windows, MAC and iPad operating systems.
• Knowledge of various internet browsers (i.e., Internet Explorer, Firefox, Safari & Chrome) and security software.
• Knowledge and experience of known (hardware/software) compatibilities, Operating Systems, Browsers, anti-virus, Plug-ins/Add-Ons.

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

#LI-Hybrid

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law. EEO/Disabled/Vets

Reasonable Accommodation

We are 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 or participating in an interview due to a disability, email us at IBDtalentresourceteam@dowjones.com. 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.

Please refer to the privacy notice at the bottom of this page for submitting any data access, deletion, or other data subject rights requests, where permitted under your local laws and regulations.

Business Area: Dow Jones - Customer Service

Job Category: Customer Service & Contact Center Operations

Union Status

Non-Union role

Base Pay Range: $35,000 - $50,000

We’re committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate’s experience, skills, location, and other relevant factors.

For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions.

For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.

Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

Req ID: 53195