Customer Service Supervisor

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, 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 Pla