Customer Service Associate

About the Role The Customer Service Associate provides best‑in‑class customer service and support to IBD customers. They deliver innovative, proactive and compassionate service that exceeds customer expectations. They help customers make informed decisions about IBD’s content, investing strategy and premium products, using consultative selling skills to identify needs, recommend solutions and drive revenue growth through product upgrades and premium offerings. You Will Resolve a wide range of customer issues creatively and efficiently across multiple channels, including inbound and outbound phone and email. Provide technical support for IBD products, diagnosing and troubleshooting on website, apps and mobile devices; perform back‑end password and entitlement resolutions; guide customers through corrective processes such as clearing cache and cookies, browser compatibility, whitelist, install/uninstall apps and enabling notifications on all devices. Deliver exceptional customer experiences while proactively driving revenue through consultative selling, strategic upselling, cross‑selling opportunities, retention initiatives and periodic sales promotion campaigns. Educate customers on IBD’s product offerings, proprietary investing tools, features and content, ensuring alignment with 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 with Windows, MAC and iPad operating systems. Knowledge of various internet browsers (Internet Explorer, Firefox, Safari and Chrome) and security software. Knowledge and experience of hardware/software compatibilities, operating systems, browsers, antivirus, 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. 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 interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at View email address on click.appcast.io. Please put “Reasonable Accommodation” in the subject line and provide a brief description of the type of assistance you need. 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 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, well‑being, and more, along with optional benefits to meet diverse needs. Req ID: 53195 #J-18808-Ljbffr Dow Jones & Company, Inc.