Job Description:

About Us:

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.

About the Role:

The Customer Service Team Leader is responsible for helping to lead the team to ensure all customers receive superior service. You will ensure customers are satisfied and remain loyal to Dow Jones and that the department's mandated service levels are achieved. You will report to the Customer Service Manager and be based in our Los Angeles, California office.

You Will:

• Act as primary leadership contact for Customer Service when the CS Supervisor is not available, and support the Customer Service Supervisor
• Stay up-to-date and knowledgeable on our products and processes to provide support to the team
• Handle the majority of customer escalations passed on by the Customer Service Associates
• Assist with and monitor activities of staff including actively monitoring the work queues and agent availability and productivity, coaching, training, and retraining to develop an effective team with a strong customer focus
• At the request of the team's Supervisors, conduct telephone and email monitoring for staff and provide feedback for developmental 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
• Work with Dow Jones' internal partners to ensure that customer contacts are resolved quickly and correctly.
• Generate ideas that streamline processes, reduce manual work, and quicken customer service operations to improve the customer experience
• Identify trends and develop and implement plans for improvement to ensure required customer satisfaction levels
• Develop a cohesive and informed team through contribution to regular staff meetings and team-building exercises
• Handle customer contacts, as business needs dictate
• Tackle special projects, as needed

You Have:

• Excellent verbal and written communication skills
• Significant experience handling and resolving escalated customer concerns
• Good understanding of contact center metrics
• Ability to coach team members on new/existing Dow Jones products/services/job behaviors
• Skill as an independent and resourceful problem-solver
• Multitasking capabilities in a fast-paced environment and adjust priorities to meet daily and ongoing business needs
• 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
• Ability to build and develop relationships with others to assess needs and to identify and solve problems
• 6+ months of experience working on a Consumer team within Dow Jones Customer Service post-completion of our new hire training program
• 1+ years experience working in a multi-channel environment - phone, email, chat, back office (Preferred)
• Previous management experience (Preferred)
• Bachelor's degree (Desired)

Our Benefits:

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Insurance Plans
• Education Benefits
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program

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 [email protected]. 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 / A clear and likely internal candidate

Pay Range: $50,000 - $65,000

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..