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Dow Jones

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.

reach out to us at <a href="mailto:TalentResourceTeam@dowjones.com" target="_blank">TalentResourceTeam@dowjones.com </a>. Please put “Reason

Job Information

Dow Jones Training and Knowledge Specialist in PRINCETON, New Jersey

Job Description:

The Customer Service Department’s mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands.

Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team.

All of our team members are passionate about always being the 'customer' and work to incorporate our CSXD core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful. We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply.

Training and Knowledge Specialist

Based in: Princeton, NJ

Reports to: Senior Manager, Training & QA

Key Responsibilities:

  • Complete the entire lifecycle of assigned training projects including, but not limited to project management, instructional design, business writing, facilitation, and other related administrative tasks.

  • Manage agents and ownership of new hire’s performance for the duration of New Hire Training

  • To optimize staff performance, use instructional design skills to work with the stakeholders to develop courses and training programs to address any skill gaps or development areas for their staff.

  • Lead the development of onboarding and ongoing training development across all brands and systems used and supported by agents. This includes conducting needs analysis to determine required instructional topics and the most effective modality for delivery (documentation, instructor-led training, or on-demand modules).

  • Function as the internal champion and subject matter expert responsible for representing the CS training function in product and marketing hosted meetings.

  • Oversee the maintenance of the Customer Service Knowledge Base. Guiding and advising junior members of the team as needed with best practices with clearly documenting policies, procedures, and supplemental information.

QUALIFICATIONS:

Required

  • At least one year of experience performing a Training role in a similar environment

  • Strong mastery of Google’s Suite of Apps, MS Office, and e-learning authoring software

  • Excellent presentation and knowledge transfer (one-to-one and classroom) skills

  • Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management

Preferred

  • Experience in coaching and developing others

  • Ability and willingness to travel. This role will likely require visits to each other contact centers

Desired

  • Familiarity with Cornerstone or other Learning Management Systems

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.

To enter one of our US based offices: Any offer of employment is contingent on providing proof of Covid-19 vaccination prior to your start date, subject to approved medical and/or religious exemptions, in accordance with applicable law.

Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE

Job Category: Customer Service Group

Union Status:

Non-Union / A clear and likely internal candidate

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.

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: 35688

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