Customer Services Team Lead

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.

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

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