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Customer Service Supervisor, Retention

Expired Job

NJ Employer Princeton , NJ 08540

Posted 2 months ago

Dow Jones & Co.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 125 years and today has one of the world's largest news gathering operations globally.

It produces leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Factiva, Barron's, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).Dow Jones, Making Careers NewsworthyAll 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 . - file:///home/JOBTARGET/j.ensong/casperjs-casperjs-b5c59e1/bin/ Please put Reasonable Accommodation in the subject line.PrincetonFull time


Job_Req_13143Customer Service TeamThis team provides 1st through 3rd level support for global customer contacts providing 24/7 coverage for clients of our consumer and PIB products. Included within the service team is the contact center operations team which is responsible for training, quality management, service performance reporting, service design and the systems that support the Customer Service team.

Position Summary:
The position resides in the Customer Experience Team, reporting to the Customer Support Manager.

The Customer Service Supervisor is responsible for ensuring a team of representatives provides effective retention support and superior customer service to all Dow Jones members. The role requires liaising with other departments to develop procedural guidelines and mapping out best practices for this new team. The Supervisor will also ensure that the department's mandated service levels are met.Based in:

Princeton, NJReports to: Manager, Customer Support

Key Responsibilities:
When Dow Jones members contact us with an intention to cancel their subscription or an issue about their subscription, we need a skilled team ready to listen and engage positively with customers as they build relationships and multitask. People who are able to deliver personalized service to every member and provide resolutions to turn any situation around.We are seeking a leader and self-starter to join our newly formed team with a focus on customer retention. The ideal candidate will possess a passion for developing individuals to provide top customer service and maximize retention and growth of Dow Jones' Consumer membership base.
  • Direct and monitor activities of staff including goal-setting, performance management, coaching, training, and development plans to develop an effective team with a focus on retention of members

  • Determine scheduling and staffing needs to maintain service level objectives

  • Conduct telephone monitoring for direct reports and 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, etc.

  • Analyze customer service metrics to determine problem and opportunity areas and monitoring performance against goal

  • Generate ideas that streamline processes, reduce manual work and quicken customer service operations with the goal of improving the customer experience

  • Identify trends and develop and implement pla

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Customer Service Supervisor, Retention

Expired Job

NJ Employer