Dow Jones Customer Service Team Leader, 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.

Based in: Princeton

Reports to: Customer Service Supervisor

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.

  • 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

Requirements:

  • 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: 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

JobReq13445