Customer Service Team Leader

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 worlds largest newsgathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal Americas largest newspaper by paid circulation; Barrons MarketWatch Mansion Global Financial News Investors 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 Barrons MarketWatch Investors 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 be based in the Princeton New Jersey offer reporting to the Customer Service Supervisor Group Accounts.

You Will:

• Be responsible for helping to lead the team to ensure all customers receive superior service and are satisfied and remain loyal to Dow Jones. Ensure that the departments mandated service levels are achieved
• Act as primary leadership contact for Customer Service when the CS Supervisor is not available and support the Customer Service Supervisor
• Stay uptodate and knowledgeable on our products and processes to provide support to the team
• Handle the majority of customer escalations passed on by the Customer Service Associates
• Assist with and monitor activities of staff including actively monitoring the work queues and agent availability and productivity coaching training and retraining to develop an effective team with a strong customer focus
• At the request of the teams Supervisors conduct telephone and email monitoring for staff and provide feedback for developmental purposes and to ensure accurate and timely support
• Share information with staff review team progress and establish relationships with other teams to improve the knowledge base reduce time on escalated inquiries
• Work with Dow Jones internal partners to ensure that customer contacts are resolved quickly and correctly
• Generate ideas that streamline processes reduce manual work and quicken customer service operations with the goal of improving the customer experience
• Identify trends and develop and implement plans for improvement to ensure required customer satisfaction levels
• Professionally respond to inquiries from various stakeholders and internal Executives throughout the organization regarding Corporate and Educational customer escalations and requests
• Develop a cohesive and informed team through contribution to regular staff meetings and teambuilding exercises
• Handle customer contacts as business needs dictate
• Tackle special projects

You Have:

Required

• 6 months of experience working on a Consumer team within Dow Jones Customer Service post New Hire Training completion
• Excellent verbal and written communication skills
• Experience handling and resolving escalated customer concerns
• Ability to train/coach team members on new/existing Dow Jones products/services/job behaviors

Preferred

• 1 years experience in a call center environment
• Experience with independent problem solving
• Intermediate to moderate level experience using various technologies (iOS Android Windows etc.
• The ability to multitask in a fastpaced environment and adjust priorities as needed to meet daily and ongoing business needs
• Experience managing internal stakeholder relationships

Desired

• Ability to build and develop relationships with others to assess needs and to identify and solve problems
• Ability to schedule work and implement work assignment adjustments to meet changing work priorities and ensure goal fulfillment
• Proven track record of being open to feedback and opportunities for development and performance improvement
• Bachelors degree (desired) or equivalent work experience

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

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