Customer Service Team Leader
Description
Dow Jones & Co.
Dow Jones, Making Careers Newsworthy
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. 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 . Please put "Reasonable Accommodation in the subject line.
Princeton
Full time
Job_Req_44662
Job Description:
About Our Organization:
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, Investor's Business Daily, 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, reporting to the Customer Service Supervisor. You have a passion for helping people with strong leadership skills. You will be a part of a multinational organization that focuses on its people. We are searching for candidates who want to work within our Global Customer Service team to learn and grow from this position. You will be based in our Princeton, New Jersey office.
You Will:
Lead the team to ensure all customers receive superior serviceAct as the primary management contact for Customer Service when the CS Supervisor is not availableAct as Manager On Duty (MOD) on weekends and holidays on a rotational basis with CS SupervisorAssist with scheduling, coaching and training to develop an effective team with a strong customer focusConduct telephone, email, and web chat monitoring for staff and provide feedback for development purposesCollaborate with other regional Customer Service teamsWork with Product, Sales, Data Strategy, Billing, and other Dow Jones departmentsHelp develop a cohesive and informed team through contribution through regular staff meetings and team-building exercisesProvide high-level telephone and e-support for the complete Dow Jones PIB product suite by assisting customers with product navigation, content queries, answering billing/account administration questions, and offering first-line technical supportHandle special projectsBe a Subject Matter Expert (SME) for the R&C or Factiva product suites, providing CS reps with additional support to minimize escalationsParticipate in advanced R&C/Factiva training with Tech Support and Product teams in order to remain a SME
You Have:
Experience in a customer service organization supporting high-end products and high-value clientsExperience supporting complex applications in a web environmentAbility to train/coach team members on Dow Jones PIB products and services (Factiva, R&C, Newswires)Ability to build and develop relationships with others to assess needs, identify and solve problemsSuperior verbal and written communication skills with the ability to explain complex ideas at a level appropriate to the audienceAdvanced knowledge of current PIB products and CS procedures, with a minimum of 6 months in a CSA position on the PIB team in the past 2 yearsAdvanced knowledge in R&C products, as this Team Leader will also become a R&C SME.Ability to schedule work and implement work assignment adjustments to meet changing business needsAbility to share MOD (Manager on Duty) responsibilities on weekends and holidaysSalesforce experienceFluency in one of the following languages: French/Spanish/German/Italian/Russian/Chinese/Japanese (Desired)Bachelor's degree or equivalent work experience (Desired)Ability to analyze reporting of metrics and understand KPIs and Service Levels in a call center environment (Desired)
Our Benefits
Comprehensive Healthcare PlansPaid Time OffRetirement PlansComprehensive Medical, Dental and Vision Insurance PlansEducation BenefitsPaid Maternity and Paternity LeaveFamily Care BenefitsCommuter Transit ProgramSubscription DiscountsEmployee Referral Program
Learn more about all our US benefits
#LI-Hybrid
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 . 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 role
Pay Range: $53,700 - $70,000
We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.
Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.
For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce..
Business Area:
Dow Jones - Customer Service
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