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 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.
The Wall Street Journal is America’s largest newspaper by paid circulation with more than 3 million customers. In recent years, the Journal has expanded its core content offering to include coverage of the arts, culture, lifestyle, sports, and personal health, building on its heritage as the leading source of business and financial news. Published by Dow Jones, one of the world’s largest news-gathering operations with nearly 2,000 journalists in more than 80 bureaus, The Wall Street Journal engages readers across newspapers, websites, magazines, social media, and video. The Journal holds 35 Pulitzer Prizes for outstanding journalism.
Customer Service & Experience Design Department
The Customer Service & Experience Design team works to support our Consumer and PIB businesses in delivering best-in-class customer experience. The customer experience team supports nearly every facet of Dow Jones, with key operations based out of three locations (Princeton, NJ; Barcelona, Spain; and Hong Kong).
The Customer Service team provides 1st through 3rd level support for global customer contacts providing 24/7 coverage for clients of our Consumer and PIB products. Embedded within the Customer Service team is the Contact Center Operational Excellence group which is responsible for Training, Quality Management, Service Performance reporting, Service Delivery and the Systems that support the Customer Service team.
Based in: Princeton, NJ
Reports to: Training & Knowledge Manager
Deliver existing modules and curricula for new hires and other customer service training courses.
Coordinate the logistics, facilitation, and other related administrative tasks required for a customer service training event.
Performs activities to deliver and assess new hire performance for the duration of New Hire Training, including the administration of weekly assessments.
Responsible for all onboarding tasks, including but not limited to, communication, scheduling and organizing the logistical needs for new hires and hiring managers
Review and update existing training materials to ensure agents are kept current on our products and systems.
Maintain the Customer Service Knowledge Base in a timely fashion with policies, procedures and supplemental information agents need to deliver accurate world-class support on a daily basis.
Other duties as assigned.
At least one year of experience performing a customer service role or equivalent in a similar environment
Familiarity with Google’s Suite of Apps, MS Office or similar software and applications.
Strong attention to detail
Solid presentation and instructional (one-to-one and classroom) skills
Ability and willingness to travel. This role may require visits to other Dow Jones Contact Centers
Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management
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
Req ID: 31979