Direct and monitor activities of assigned staff including goal-setting, performance management, and coaching, to develop an effective team with a strong customer focus. Determine scheduling and staffing needs to maintain service levels. Monitor interactions and provide feedback for development purposes and to ensure accurate and timely support. Establish relationships with other internal Dow Jones teams to improve the knowledge base and reduce time on escalated inquiries. Analyze customer servic... more details
Job Description:
About us:
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 Role
The Dow Jones Customer Service (DJCS) 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 news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction.
You will reside on the Customer Experience Team in Princeton, New Jersey, reporting to the Customer Service Manager. You will ensure a team of representatives provide superior customer service to all Dow Jones customers, prospects, and employees. You will liaise with other departments to develop and maintain procedural guidelines and map out best practices for the team. You will also ensure that the department's mandated service levels are met.
You Will:
- Direct and monitor activities of assigned staff including goal-setting, performance management, and coaching, to develop an effective team with a strong customer focus
- Determine scheduling and staffing needs to maintain service levels
- Monitor interactions and provide feedback for development purposes and to ensure accurate and timely support
- Establish relationships with other internal Dow Jones teams to improve the knowledge base and reduce time on escalated inquiries
- Analyze customer service metrics to determine opportunity areas and to monitor performance against goals
- Ensure that escalations to various departments are seamless to our customers
- Create documentation, implement consistent global processes, and train direct reports
- Identify opportunities for improvement with systems and procedures, and initiate appropriate action to implement process changes
- Provide high-level support for escalated customer contacts
- Review customer feedback and survey responses to assist in process improvement and agent development
- Work closely with PIB CS Supervisors in other regions to ensure the department is running as one global unit
- Assist with the recruiting, interviewing, and hiring process
- Act as Manager On Duty (MOD) on weekends and holidays on a rotational basis with CS Team Leader
- Key Relationships:
- Establish rapport with internal and external customers
- Work closely with Customer Service colleagues, locally and globally, to ensure synergy across the entire group
- Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly
You Have:
- At least 1+ years experience as a B2B Team Leader/agent or 2+ years internal or external customer service experience in a multi-channel call center environment with knowledge of ACDs, call tracking systems and call monitoring
- Leadership and team-building skills to motivate and inspire the team towards the achievement of service excellence
- Advanced problem solving and analytical skills (experience assessing the severity of customer issues) with the ability to evaluate issues and conflicts that benefit both the customer and the business
- Ability to train/coach team members on new/existing Dow Jones products/services/job behaviors
- Experience supporting applications in a web environment, corporate intranets, and integrated knowledge solutions
- Experience with a CRM system
- Excellent verbal and written communication skills
- A positive outlook on change and a flexible approach to the work environment and structure
- Excellent time management and organizational skills and the ability to prioritize and meet deadlines
- Ability to share MOD (Manager on duty) responsibility on weekends and holidays
- Commitment to customer satisfaction
- Knowledge of the PIB suite of Dow Jones' products (Factiva, R&C, Newswires) (Preferred)
- Experience with Salesforce and other Dow Jones internal tools and products (Preferred)
- Ability to analyze reporting of metrics and understand KPIs and Service Levels in a call center environment (Preferred)
- Bachelor's degree (Desired)
- Experience in an industry related to News/Research/Media (Desired)
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
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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 talentresourceteam@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.
Business Area:
Dow Jones - Customer Service
Job Category:
Customer Service & Contact Center Operations
Union Status:
Non-Union / A clear and likely internal candidate
