Customer Service Supervisor

Dow Jones • Princeton, NJ

279d • $65,000 - $80,000

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.).

Responsibilities

• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Chemical Manufacturing
• Education Level: Bachelor's degree