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, email us at talentresourceteam@dowjones.com. Please put “Reasonable Accommodation in the subject line.
Princeton
Full time Job_Req_41251
Job Description:
About us:
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, 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 reside in the Customer Experience Team, reporting to the Customer Service Supervisor, and be based in our Princeton, New Jersey office. We are looking for someone who has a passion for helping people, strong leadership skills, and truly has a can-do attitude. We are offering a career with a recognized leader in the world of global news and business information. You will be a part of a multinational organization that focuses on its people. Dow Jones is searching for candidates who want to work within our Global Customer Service team to learn and grow from this position.
You Will:
Help to lead the team to ensure all customers receive superior service
Be a primary management contact for Customer Service when the CS Supervisor is not available
Be a Manager On Duty (MOD) on weekends and holidays on a rotational basis with CS Supervisor
Assist with scheduling, coaching and training as needed to develop an effective team with a strong customer focus
Conduct telephone, email, and web chat monitoring for staff and provide feedback for development purposes
Collaborate with other regional Customer Service teams
Work with Product, Sales, Data Strategy, Billing, and other Dow Jones departments
Help develop a cohesive and informed team through contribution via regular staff meetings and team-building exercises
Provide high-level telephone and e-support for the complete Dow Jones PIB product suite by assisting customers with product navigation, content queries, answering billing/account administration questions, and offering first-line technical support
Handle special projects
Be a SME (subject matter expert) for the R&C or Factiva product suites, providing CS reps with additional support to minimize escalations
Participate in advanced R&C/Factiva training with Tech Support and Product teams to remain a SME
You Have:
Experience in a customer service organization supporting high-end products and high-value clients
Experience supporting complex applications in a web environment
Ability to train/coach team members on Dow Jones PIB products and services (Factiva, R&C, Newswires)
Ability to build and develop relationships with others to assess needs, identify and solve problems
Superior verbal and written communication skills with the ability to explain complex ideas at a level appropriate to the audience
Ability to schedule work and implement work assignment adjustments to meet changing business needs
Ability to share MOD (Manager on Duty) responsibilities on weekends and holidays
Salesforce experience
Fluency in one of the following languages: French/Spanish/German/Italian/Russian/Chinese/Japanese (Desired)
Bachelor's degree (desired)
Ability to analyze reporting of metrics and understand KPIs and Service Levels in a call center environment (Desired)
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