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.
Based in: Princeton
Reports to:Customer Service Supervisor
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.
Helping to lead the Customer Service team to retain customers and ensure all customers receive superior service for Dow Jones consumer products.
Assist with and monitor activities of staff including scheduling, coaching, training, retraining and performance management to develop an effective team with a strong customer focus
Conduct telephone, e-mail, and web chat monitoring for staff 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 towards improve the retention performance
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
Develop a cohesive and informed team through contribution to regular staff meetings and team building exercises
Make preparations for new hires, including new hire training and job shadowing schedules
Handle escalated customer contacts and model performance behaviors when interacting with customers
Act as management contact for Customer Service when the CS Supervisor is not available
At least one year experience in retaining customers and performing management responsibilities in a customer service organization
Experience in training/coaching team members on new products and job behaviors with the goal of retaining customers
Experience scheduling work and making work assignment adjustments to meet changing work priorities and ensure goal fulfillment
Ability to assimilate complex product knowledge and identify appropriate solutions to solve problems independently
Ability to build and develop relationships with others to assess needs, identify and solve problems
Excellent oral and written communication skills
Bachelor’s degree 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: PRINT & ENT SVCS - CUSTOMER SERVICE
Job Category: Customer Service/Support Group
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 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: 18965