Customer Services Team Leader

2 months ago


Princeton, New Jersey, United States Dow Jones Full time

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 ourUS 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 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 role

Since 1882, Dow Jones has been finding new ways to bring information to the world's top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron's, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.

Req ID: 42328



  • Culinary Team Leader

    14 hours ago


    Princeton, New Jersey, United States Compass Group Careers Full time

    Job OverviewJoin our dynamic team at Compass Group as a Culinary Team Leader. This role is essential in overseeing food service operations and ensuring the highest standards of culinary excellence.Key ResponsibilitiesSupervision: Lead and mentor food service associates, providing training and guidance to enhance their skills and performance.Operational...

  • Team Leader

    2 days ago


    Princeton, New Jersey, United States Burger King Full time

    About the RoleWe are seeking a highly motivated and enthusiastic Team Member to join our dynamic team at Burger King. As a Team Member, you will play a vital role in delivering exceptional customer service and ensuring the smooth operation of our restaurant.Key ResponsibilitiesServing Customers: Prepare and serve food and beverages to our customers in a...


  • Princeton, New Jersey, United States Dow Jones & Co. Full time

    Dow Jones & Co.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,...


  • Princeton, New Jersey, United States Domino's Pizza LLC Full time

    Position Overview As a Customer Service Supervisor, you will play a crucial role in overseeing the daily operations of our customer service team and delivery personnel. Your primary responsibilities will include: Key Responsibilities Team Supervision: Lead and manage a team of customer service representatives and delivery drivers to ensure exceptional...


  • Princeton, New Jersey, United States Trinite Consulting Group LLC Full time

    Job OverviewPosition: Customer Service SpecialistJob Type: Permanent/ On-SiteCompensation: $20 per hourRole Summary:We are in search of a dedicated Customer Service Specialist to join our team. The ideal candidate will be responsible for managing customer inquiries through various communication channels, including phone and email. This role involves...


  • Princeton, New Jersey, United States Recreational Equipment Inc Full time

    Retail Operations Leader - PrincetonJoin our team at Recreational Equipment Inc as we strive to create an inclusive and diverse environment.Position OverviewAs a Retail Operations Leader, you will be responsible for steering the strategic direction of our retail location, ensuring the achievement of operational goals through effective management and...


  • Princeton, New Jersey, United States EDEN AUTISM SERVICES Full time

    The Chief of Educational Operations is responsible for providing strategic leadership, guidance, and oversight for educational services at Eden Autism Services, focusing on the needs of students with autism from early childhood through high school. This role encompasses the responsibilities of an educational leader and administrator, ensuring adherence to...

  • Shift Leader

    4 months ago


    Princeton, New Jersey, United States Sonic Full time

    Restaurant Shift Leader The Job:As a SONIC Drive-In Shift Leader, you are responsible for assisting the General Manager and Assistant General Manager in managing the daily operations of the restaurant to provide quality food in a clean, safe, and efficient manner so that guests will have an enjoyable experience at the SONIC Drive-In. Responsibilities...


  • Princeton, New Jersey, United States MVP Corporate Full time

    About MVP Corporate We are a premier hospitality management company with a diverse portfolio of unique venues. Our establishments offer personalized experiences, featuring an exceptional selection of champagne, spirits, and beer, alongside captivating entertainment and unparalleled service. Customer Service Specialist We are seeking energetic and attentive...

  • Team Lead

    3 days ago


    Princeton, New Jersey, United States HireLevel. Full time

    About the RoleHireLevel is seeking a highly motivated and experienced Team Leader to join our team in Princeton, IN. As a Team Leader, you will be responsible for supervising a team of 5-15 team members and overseeing logistics operations.Key ResponsibilitiesSupervise a team of 5-15 team members and provide guidance and support to ensure they meet their...


  • Princeton, New Jersey, United States Cloud Security Services Full time

    Job OverviewCloud Security Services is seeking a seasoned Consumer/Customer Identity and Access Management Architect to assist our client in establishing a robust CIAM framework. The ideal candidate will possess extensive experience in designing and implementing CIAM solutions tailored for intricate environments. This role involves creating up to 35...


  • Princeton, New Jersey, United States Dow Jones Full time

    Job Description: About Our Organization: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...


  • Princeton, New Jersey, United States Vector Security and Vector Security Networks Full time

    Job SummaryThe Operations Coordinator is a key role within Vector Security and Vector Security Networks, responsible for delivering exceptional customer experiences to both internal and external customers. This position requires a high level of problem-solving skills, attention to detail, and effective communication to coordinate service calls and meet...


  • Princeton, New Jersey, United States First Interstate Bank Full time

    Position OverviewThis role is centered around delivering tailored customer service, engaging in financial discussions with clients and prospects to assess their needs and provide suitable solutions. The individual will play a key role in fostering client relationships, adhering to First Interstate Bank's service commitments while aligning with our core...


  • Princeton, New Jersey, United States Wegmans Food Markets Full time

    Schedule: Full time Availability: Morning, Afternoon, Evening (Includes Weekends). Age Requirement: Must be 18 years or older Pay: $21 - $22.50 / hour We are seeking enthusiastic individuals who are ready to collaborate, grow, and take on leadership roles. As a Bakery Team Supervisor, you will be part of a vibrant retail environment that is continually...


  • Princeton, New Jersey, United States Coface Full time

    About the RoleCoface is a leading provider of credit insurance and risk management solutions, facilitating trade and helping businesses develop their operations. As a Senior Manager, Process Excellence and Customer Experience, you will play a key role in designing and implementing customer-centric processes to deliver exceptional customer experiences and...


  • Princeton, New Jersey, United States Parrish Consulting Services, Inc Full time

    Job OverviewParrish Consulting Services, Inc. is looking for a dedicated individual to fill the role of IT Operations Support Specialist. This position demands excellent interpersonal communication skills, particularly in understanding customer concerns and effectively resolving challenging situations. Strong organizational abilities and proven project...


  • Princeton, New Jersey, United States Genmab AS Full time

    About the RoleWe are seeking a highly skilled and experienced Digital Security Leader to join our team at Genmab A/S. As a key member of our organization, you will play a pivotal role in translating and executing our information security strategy and objectives.Key ResponsibilitiesLead the development and implementation of information security strategies and...


  • Princeton, New Jersey, United States Nielseniq Full time

    The Client Success Specialist will be instrumental in delivering Nielseniq Brandbank services to our CPG Retailer clients, ensuring their satisfaction and facilitating their growth. This position demands a proactive and detail-oriented individual capable of collaborating across various departments and working closely with the Account Executive to effectively...


  • Princeton, New Jersey, United States Papa John's Pizza Full time

    Exciting Opportunity for Team Members at Papa John's Pizza*Compensation: $13.00 per hour plus tips*Comprehensive benefits package available for full-time staff after a brief waiting period.Apply through our online portal or text JOBS to 47272*Openings for both part-time and full-time roles.*No prior experience required; we provide thorough...