The Customer Service Team Leader is responsible for helping to lead the team to ensure all customers receive superior service appropriate to their audience for Dow Jones consumer products. The Customer Service Team Leader has a responsibility to ensure that customers are satisfied and remain loyal to Dow Jones and that the department's mandated service levels are achieved
Act as primary management contact for Customer Service when the CS Supervisor is not available
Assist with and monitor activities of staff including recruiting, scheduling, coaching, training, retraining and performance management to develop an effective team with a strong customer focus
Assist with scheduling and staffing needs to maintain or exceed service levels objectives
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 to improve the knowledge base, reduce time on escalated inquiries, etc.
Share information and work with other Customer Service teams
Work with Dow Jones internal partners to ensure that customer contacts are resolved quickly and correctly. Support sales teams, as applicable
Generate ideas that streamline processes and 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 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, job shadowing schedules, along with introduction to Dow Jones, our products and services
Manage activities for system issues
Provide high level telephone and e-support on the complete Dow Jones product suite by assisting customers with product navigation and content queries, providing research advice, answering billing/account administration questions, and offering first line technical support
Handle customer contacts, as business needs dictate
Tackle special projects, as needed
Experience in a customer service organization in support of high-end products and high value clients
Bachelor’s degree preferred
Experience supporting applications in a web environment
Ability to train/coach team members on new/existing Dow Jones products/services/job behaviors
Ability to schedule work and implement work assignment adjustments to meet changing work priorities and ensure goal fulfilment
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
Oral and written communication skills with ability to explain complex ideas at a level appropriate to the audience using ideas/terminology to ensure customer understanding and resolution of enquiries.
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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: 19619