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.The Customer Service Team Leader is responsible for helping to lead the team to ensure all customers receive superior service. The Customer Service Team Leader has a responsibility to ensure that customers are satisfied and remain loyal to Dow Jones and the department's mandated service levels are achieved. You will be based in our Princeton, New Jersey office reporting to the Customer Service Supervisor - Member Services.You Will:
Be a primary leadership contact for Customer Service when the CS Supervisor is not available, and work to support the Customer Service Supervisor
Stay up-to-date 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 team's 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 to improve the customer experience
Identify trends and develop and implement plans for improvement to ensure required customer satisfaction levels
Develop a cohesive and informed team through contribution to regular staff meetings and team-building exercises
Handle customer contacts based on business needs
Handle special projects
You Have:
Excellent verbal and written communication skills
Experience handling and resolving escalated customer concerns
A good understanding of contact center metrics
A coaching skillset to help team members on new/existing Dow Jones products/services/job behaviors
Independent and resourceful problem-solving capabilities
A skillset to adjust priorities to meet daily and ongoing business needs
Can schedule work and implement work assignment adjustments to meet changing work priorities and ensure goal fulfillment
An openness to feedback and opportunities for development and performance improvement
Ability to build and develop relationships with others to assess needs and to identify and solve issues
6+ months of experience working on a Consumer team within Dow Jones Customer Service post-completion of our new hire training program
1+ years experience working in a multi-channel environment - phone, email, chat, back office and previous management experience (preferred)
Bachelor's 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
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: $50,034 - $70,000We 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: 44279