Customer Services Team Leader

Job Description:

About us:

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 reside in the Customer Experience Team, reporting to the Customer Service Supervisor, and be based in our Princeton, New Jersey office.  We are looking for someone who has a passion for helping people, strong leadership skills, and truly has a can-do attitude. We are offering a career with a recognized leader in the world of global news and business information. You will be a part of a multinational organization that focuses on its people. Dow Jones is searching for candidates who want to work within our Global Customer Service team to learn and grow from this position.

You Will:

• Help to lead the team to ensure all customers receive superior service

• Be a primary management contact for Customer Service when the CS Supervisor is not available

• Be a Manager On Duty (MOD) on weekends and holidays on a rotational basis with CS Supervisor

• Assist with scheduling, coaching and training as needed to develop an effective team with a strong customer focus

• Conduct telephone, email, and web chat monitoring for staff and provide feedback for development purposes

• Collaborate with other regional Customer Service teams

• Work with Product, Sales, Data Strategy, Billing, and other Dow Jones departments

• Help develop a cohesive and informed team through contribution via regular staff meetings and team-building exercises

• Provide high-level telephone and e-support for the complete Dow Jones PIB product suite by assisting customers with product navigation, content queries, answering billing/account administration questions, and offering first-line technical support

• Handle special projects

• Be a SME (subject matter expert) for the R&C or Factiva product suites, providing CS reps with additional support to minimize escalations

• Participate in advanced R&C/Factiva  training with Tech Support and Product teams to remain a SME

You Have:

• Experience in a customer service organization supporting high-end products and high-value clients

• Experience supporting complex applications in a web environment

• Ability to train/coach team members on  Dow Jones PIB  products and services (Factiva, R&C, Newswires)

• Ability to build and develop relationships with others to assess needs, identify and solve problems

• Superior verbal and written communication skills with the ability to explain complex ideas at a level appropriate to the audience

• Ability to schedule work and implement work assignment adjustments to meet changing business needs

• Ability to share MOD (Manager on Duty) responsibilities on weekends and holidays

• Salesforce experience

• Fluency in one of the following languages: French/Spanish/German/Italian/Russian/Chinese/Japanese (Desired)

• Bachelor’s degree (desired)

• Ability to analyze reporting of metrics  and understand  KPIs and Service Levels in a call center environment (Desired)

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