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 be based in Princeton, NJ reporting to the Customer Service Manager.
Assist the Customer Service Manager in the delivery of their daily responsibilities, and deputize in their absence.
Provide backup support to MOD (Manager on duty) and Supervisors.
Ensure teams are achieving KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) and executing on all objectives to meet established goals.
Take the lead in supporting ongoing functions that ensure the quality of interactions across the team.
Be proactive in ensuring continuous improvement and operational efficiency.
Identify opportunities to improve agent performance and operational efficiency.
Work closely with the Customer Service Manager on projects to prioritize and implement these ideas.
Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes.
Assist with or take the lead on establishing documentation, implementing consistent processes, and training staff members on all team-specific procedures.
Take on other tasks and projects to provide support as assigned by the Customer Service Manager.
Assist with the recruiting, interviewing, and hiring process of agents.
Analyze customer service metrics to determine opportunity areas and monitor performance against goals.
Have the potential to travel up to 10 percent of the time.
Establish relationships with internal and external customers
Work closely with Customer Service colleagues, locally and globally, to ensure synergy across the entire group.
Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly.
At least 1+ year experience as a B2B Team Leader/agent or 2+ years of internal or external customer service experience in a multi-channel call center environment.
Solid understanding of contact center performance and quality metrics.
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.
Ability to provide backup support to MOD (Manager on duty) and Supervisors.
Commitment to customer satisfaction.
The ability to work flexible hours to support both domestic and international teams.
Capable of up to 10% travel, including international.
Knowledge of the B2B 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 equivalent experience.
Experience in an industry related to News/Research/Media (Desired).
Familiarity with Google Suite of Products (Desired).
Comprehensive Healthcare Plans
Paid Time Off
Comprehensive Medical, Dental and Vision Insurance Plans
Paid Maternity and Paternity Leave
Family Care Benefits
Commuter Transit Program
Employee Referral Program
Reasonable accommodation: Dow Jones, Making Careers Newsworthy - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. 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 firstname.lastname@example.org. 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: PRINT & ENT SVCS - CUSTOMER SERVICE
Job Category: Customer Service & Contact Center Operations
Since 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.
If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.
Req ID: 39024