Customer Care Advisor Specialist

Your Role

Do you form strong connections with your customers and push them to think in creative ways that will maximize your product’s value and achieve desired results? Are you an effective teacher and can simply, yet effectively, guide your customer to success? Have you perfected the craft of active listening and empathy and can fully focus on the customer to ensure their success with your product? Have you received the honorable status as a trusted advisor with customers turning to you for reliable information backed by data, experience, and educated intuition? Do you have a creative ability to persuade customers to use your product in a way they didn’t realize they could? Do Product Managers respect you because you know the product as well as they do? If you answered yes to these questions, then we’d like to meet you!

Responsibilities

This role will be focused on the post-sales relationship with our top strategic customers, which will include growing adoption, ensuring retention, and identifying expansion opportunities while maintaining high levels of satisfaction.

As the position evolves, this colleague will be expected to use their knowledge of client needs to also:

• Spend time equally between training customers and supporting customers.
• Work closely with the Account Team and Product Owners to find opportunities for new usage of OPIS solutions across organizational functions.
• Provide feedback on product enhancements
• Create, develop, and maintain client files and ensure questions are routed to the appropriate team member.
• Assemble documentation like services offered, policy or product summaries, presentations, etc. for clients.
• Coordinate information flow from client through the organization and back to the client.
  
  

About You

• 3-5 years of experience in a related function with direct customer advocacy and engagement experience in software post-sales activities
• Skilled at understanding a customer’s business issues and recommending appropriate solutions
• Knowledge of coal, steel and chemical markets and services
• Ability to explain complex material while anticipating potential objections
• Strong client services orientation: listening, critical thinking, analytical skills, and a high degree of empathy
• Exceptional verbal, written, social and interpersonal skills, as well as expertise in building long-term strategic relationships
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details
  
  

About Us

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 via 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 energy stakeholders need and responds with flexible and easy-to-use products. Navigating world fuel markets is complex – OPIS makes it simpler.

Our industry-leading proprietary benchmark chemical, coal, and petroleum price markers help producers and suppliers, utility and power generators, traders, financial institutions, integrated oil and gas companies, governments and end-users buy and sell commodities profitably, as well as perform critical market analysis on how chemical, coal, and petroleum affects the energy market and other fuels.

Our Products Provide Clients With

• Daily news
• Indices and proprietary pricing
• Data and analytics
• Commentary and industry analysis
• Advisory services
• Company information
• Industry events attended by top producers, consumers, and traders where deals are often closed
  
  

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 - CMA

Job Category: Customer Service & Contact Center Operations

Union Status

Non-Union role

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: 44886