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 RoleThe 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 report to the Customer Service Manager and be based in the Princeton, New Jersey office. You will ensure a team of representatives provides superior customer service to all Dow Jones customers, prospects, and employees. You will partner with other departments to develop and maintain procedural guidelines and map out best practices for the team. You will also ensure 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
You Have:
At least 1+ years experience as a B2B Team Leader/agent or 5+ 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 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/or 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
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 or related experience in an industry related to News/Research/Media preferred
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#LI-HybridReasonable 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 ServiceJob Category: Customer Service & Contact Center OperationsUnion Status:Non-Union / A clear and likely internal candidatePay Range: $57,483 - $80,000We 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 workforceSince 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.Req ID: 44128
