Customer Service Supervisor
Customer Service Supervisor
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$ 65000 - 80000
1 Vacancy
Job Description
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 Princeton New Jersey reporting to the Senior Manager Global Insourced Customer Support.
You Will:
- Direct and monitor activities of assigned staff including goalsetting performance management coaching training and development plans to develop an effective team with a strong customer focus
- Determine scheduling and staffing needs to maintain service level objectives
- Conduct telephone and email monitoring for direct reports to provide feedback for development 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
- Analyze customer service metrics to determine problem and opportunity areas while monitoring the teams performance against the goals
- Ensure that escalations to various departments are seamless for our customers
- Establish documentation implement consistent processes and train direct reports on all teamspecific procedures
- Identify opportunities for improvement with technology systems and procedures and initiate appropriate action to implement process changes
- Provide highlevel support for all escalated customer contacts by addressing their issue or query and routing their call to the appropriate department
- Ensure the team meets all necessary KPIs as assigned by the Customer Support Manager and Senior Leadership
- Take on other tasks and projects to provide support and as assigned by the Customer Support Manager.
- Generate ideas that streamline processes reduce manual work and quicken customer service operations to improve the customer experience
- Conduct regular 11 meetings with direct reports to give coaching and feedback on performance through Q/A live listening and reporting metrics
You Have:
- At least 1 years experience as a DJ Consumer agent or 2 years of internal or external customer service experience in a highvolume call center environment with knowledge of ACDs call tracking systems and call monitoring
- Leadership and teambuilding skills to motivate and inspire the team toward achievement of goals and service excellence
- A positive outlook on change and a flexible approach to the work environment and structure
- 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
- Experience supporting applications in a web environment corporate intranets and integrated knowledge solutions
Preferred Qualifications:
- Experience with independent problemsolving and analytical skills with the ability to evaluate issues and conflicts and make timely decisions
- The ability to multitask and demonstrate time management skills in a fastpaced environment and adjust priorities to meet daily and ongoing business needs
- Ability to take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently
- 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
- Intermediate to moderate level experience with using various technologies (iOS Android Windows etc.
Desired Qualifications:
- Ability to follow and accurately explain a large set of procedural guidelines to a very high accuracy level
- Experience with sales/customer retention skills
- Bachelors degree 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
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 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 ServiceJob Category:
Customer Service & Contact Center OperationsUnion Status:
NonUnion rolePay Range: $65000 $80000We 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 candidates experience industry knowledge location technical and communication skills and other factors that may prove relevant during the interview process.Payforperformance 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..Required Experience:
Manager
Employment Type
Full-Time
