Team Leader

Job Description:

Where am I based?

Princeton, New Jersey

What do we do?

United by our ambitions, the Dow Jones Customer group will attract and retain customers by creating distinctive experiences and valued relationships for mutual profit. We work across all of the elite Dow Jones brands to appeal to a broad, high-level client base and provide a distinctive experience to each one. In addition, the group’s focus is on consistently providing excellent service and developing and nurturing valued, lasting relationships with our customers.

Who is my manager?

Customer Service Supervisor

What are my accountabilities?

  • The Customer ServiceTeamLeaderis responsible for helping to lead theteamto ensure all customers receive superior service appropriate to their audience for Dow Jones consumer products. The Customer ServiceTeamLeaderhas 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 effectiveteamwith 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, reviewteamprogress, and establish relationships with otherteamsto improve the knowledge base, reduce time on escalated inquiries, etc.
  • Share information and work with other Customer Serviceteams
  • Work with Product, Sales, Data Strategy, Billing, and other Dow Jones departments necessary for handling internal and external customer contacts quickly and correctly. Support salesteams, 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 informedteamthrough contribution to regular staff meetings andteambuilding 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.

What do you need from me?

  • 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/coachteammembers 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

How do I apply?

If you feel that this exciting and fast paced position matches your skills, experience and motivation then please apply here or via your manager.

Company Overview:

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.

Equal Opportunity Employer:

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

Requisition ID 2016-28857

Job Locations USA – NJ-PRINCETON

Job Function Customer Service


Job Area1 Customer Experience

Job Area2 ..

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