We break stories, influence ideas, and advance business intelligence and cultural interest. We expose the events that turn markets, the digital breakthroughs that transform art, the demand that drives invention, as well as the political and societal passing moments and lasting consequences. We are the people of Dow Jones. From different fields, backgrounds and viewpoints we invite you to join us.
Examine the world and bring it to others.
About Our Organization:
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 is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).
About the Role
The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, Investor's Business Daily, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction.
You will be based in Princeton, New Jersey reporting to the Senior Manager, Global Insourced Customer Support.
You Will:
Direct and monitor activities of assigned staff including goal-setting, performance management, coaching, training, and development plans to develop an effective team with a strong customer focus
Determine scheduling and staffing needs to maintain service level objectives
Conduct telephone and email monitoring for direct reports to 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
Analyze customer service metrics to determine problem and opportunity areas while monitoring the team's performance against the goals
Ensure that escalations to various departments are seamless for our customers
Establish documentation, implement consistent processes, and train direct reports on all team-specific procedures
Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes
Provide high-level support for all escalated customer contacts by addressing their issue or query and routing their call to the appropriate department
Ensure the team meets all necessary KPIs as assigned by the Customer Support Manager and Senior Leadership
Take on other tasks and projects to provide support and as assigned by the Customer Support Manager.
Generate ideas that streamline processes, reduce manual work, and quicken customer service operations to improve the customer experience
Conduct regular 1-1 meetings with direct reports to give coaching and feedback on performance through Q/A, live listening, and reporting metrics
You Have:
At least 1+ years experience as a DJ Consumer agent or 2+ years of internal or external customer service experience in a high-volume call center environment with knowledge of ACDs, call tracking systems, and call monitoring
Leadership and team-building skills to motivate and inspire the team toward achievement of goals and service excellence
A positive outlook on change and a flexible approach to the work environment and structure
Excellent verbal and written communication skills
Experience handling and resolving escalated customer concerns
Ability to train/coach team members on new/existing Dow Jones products/services/job behaviors
Experience supporting applications in a web environment, corporate intranets, and integrated knowledge solutions
Preferred Qualifications:
Experience with independent problem-solving and analytical skills with the ability to evaluate issues and conflicts and make timely decisions
The ability to multitask and demonstrate time management skills in a fast-paced environment and adjust priorities to meet daily and ongoing business needs
Ability to take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently
Ability to schedule work and implement work assignment adjustments to meet changing work priorities and ensure goal fulfillment
Proven track record of being open to feedback and opportunities for development and performance improvement
Intermediate to moderate level experience with using various technologies (iOS, Android, Windows, etc.)
Desired Qualifications:
Ability to follow and accurately explain a large set of procedural guidelines to a very high accuracy level
Experience with sales/customer retention skills
Bachelor's degree, or equivalent work experience
Our Benefits
Comprehensive Healthcare Plans
Paid Time Off
Retirement Plans
Comprehensive Medical, Dental and Vision Insurance Plans
Education Benefits
Paid Maternity and Paternity Leave
Family Care Benefits
Commuter Transit Program
Subscription Discounts
Employee Referral Program
Learn more about all our US benefits
#LI-Hybrid
Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.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, email us at talentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.
Business Area: Dow Jones - Customer Service
Job Category: Customer Service & Contact Center Operations
Union Status:
Non-Union role
Pay Range: $65,000 - $80,000
We recognize that attracting the best talent is key to our strategy and success as a company.As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates.The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.
Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.
For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce..
Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.
This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.
Req ID: 45750