Customer Service Supervisor

Dow Jones

Full-time - Mid Level

Chemical Manufacturing

About the position

The Customer Service Supervisor at Dow Jones & Co. is responsible for leading a team of customer service representatives to ensure superior service delivery to customers, prospects, and employees. This role involves monitoring team performance, developing procedural guidelines, and collaborating with other departments to enhance customer experiences. The supervisor will also analyze service metrics, manage escalations, and support the recruitment process, all while fostering a collaborative and high-performance team environment.

Responsibilities

• Direct and monitor activities of assigned staff including goal-setting, performance management, and coaching.
• Determine scheduling and staffing needs to maintain service levels.
• Monitor interactions and provide feedback for development purposes and to ensure accurate and timely support.
• Establish relationships with other internal Dow Jones teams to improve the knowledge base and reduce time on escalated inquiries.
• Analyze customer service metrics to determine opportunity areas and to monitor performance against goals.
• Ensure that escalations to various departments are seamless to our customers.
• Create documentation, implement consistent global processes, and train direct reports.
• Identify opportunities for improvement with systems and procedures, and initiate appropriate action to implement process changes.
• Provide high-level support for escalated customer contacts.
• Review customer feedback and survey responses to assist in process improvement and agent development.
• Work closely with PIB CS Supervisors in other regions to ensure the department is running as one global unit.
• Assist with the recruiting, interviewing, and hiring process.
• Act as Manager On Duty (MOD) on weekends and holidays on a rotational basis with CS Team Leader.

Requirements

• At least 1+ years experience as a B2B Team Leader/agent or 5+ years internal or external customer service experience in a multi-channel call center environment.
• Leadership and team-building skills to motivate and inspire the team towards the achievement of service excellence.
• Advanced problem solving and analytical skills with the ability to evaluate issues and conflicts that benefit both the customer and the business.
• 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/or integrated knowledge solutions.
• Experience with a CRM system.
• Excellent verbal and written communication skills.
• A positive outlook on change and a flexible approach to the work environment and structure.
• Excellent time management and organizational skills and the ability to prioritize and meet deadlines.
• Ability to share MOD (Manager on duty) responsibility on weekends and holidays.

Nice-to-haves

• Knowledge of the PIB suite of Dow Jones' products (Factiva, R&C, Newswires) preferred.
• Experience with Salesforce and other Dow Jones internal tools and products preferred.
• Ability to analyze reporting of metrics and understand KPIs and Service Levels in a call center environment preferred.
• Bachelor's degree or related experience in an industry related to News/Research/Media preferred.

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