Customer Service Associate 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. In addition, 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. You will deliver innovative, proactive and compassionate service that exceeds customers' expectations. You will help customers make informed decisions on our content, investing strategy and premium products and 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 Learn more about all our US benefits.