Dow Jones Customer Service Supervisor, Retention in PRINCETON, New Jersey

Job Description:

Customer Service Team

This team provides 1st through 3rd level support for global customer contacts providing 24/7 coverage for clients of our consumer and PIB products. Included within the service team is the contact center operations team which is responsible for training, quality management, service performance reporting, service design and the systems that support the Customer Service team.

Position Summary:

The position resides in the Customer Experience Team, reporting to the Customer Support Manager. The Customer Service Supervisor is responsible for ensuring a team of representatives provides effective retention support and superior customer service to all Dow Jones members. The role requires liaising with other departments to develop procedural guidelines and mapping out best practices for this new team. The Supervisor will also ensure that the department's mandated service levels are met.

Based in: Princeton, NJ

Reports to: Manager, Customer Support

Key Responsibilities:

When Dow Jones members contact us with an intention to cancel their subscription or an issue about their subscription, we need a skilled team ready to listen and engage positively with customers as they build relationships and multitask. People who are able to deliver personalized service to every member and provide resolutions to turn any situation around.

We are seeking a leader and self-starter to join our newly formed team with a focus on customer retention. The ideal candidate will possess a passion for developing individuals to provide top customer service and maximize retention and growth of Dow Jones’ Consumer membership base.

  • Direct and monitor activities of staff including goal-setting, performance management, coaching, training, and development plans to develop an effective team with a focus on retention of members

  • Determine scheduling and staffing needs to maintain service level objectives

  • Conduct telephone monitoring for direct reports and provide feedback for development 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, etc.

  • Analyze customer service metrics to determine problem and opportunity areas and monitoring performance against goal

  • Generate ideas that streamline processes, reduce manual work and quicken customer service operations with the goal of improving the customer experience

  • Identify trends and develop and implement plans for improvement to ensure required retention rates and customer satisfaction levels

  • Establish documentation, implement consistent processes, and provide training for direct reports on procedures

  • Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes

  • Provide high-level support for all customer contacts by addressing their issue or query and/or routing their call to the appropriate department

  • Conduct regular 1-1 meetings with direct reports to give coaching and feedback through reviewing opportunity, Q/A and strength areas

Requirements:

  • At least 1 year experience within a high-volume call center environment with retention activities, as well as knowledge of ACDs, call tracking systems, and call monitoring

  • Leadership and team-building skills to motivate and inspire the team towards achievement of retention goals and service excellence

  • Ability to coach direct reports to strengthen their performance and improve skills

  • Problem solving and analytical skills with the ability to evaluate issues and conflicts and make timely decisions

  • Ability to take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently

  • Positive outlook on change and a flexible approach to the work environment and structure

  • Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone

  • Bachelor’s degree or equivalent is preferred

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, please reach out to us at TalentResourceTeam@dowjones.com . Please put “Reasonable Accommodation" in the subject line.

Business Area: CUSTOMER EXPERIENCE

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 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).

If you require assistance in completing the online application, please contact the Talent Management team for Application Help at TalentResourceTeam@dowjones.com

JobReq13917