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Customer Support Manager
Dow Jones
Princeton, NJ, United States
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Customer Support Manager, Retention
Job Description:
Customer Service Team
This team provides 1st through 3rd level support for global customer contacts providing 24/7 coverage for clients of our Consumer and PIB products. Included with the service team is the contact center operations which is responsible for training, quality management, service performance reporting, service design and the systems that support the Customer Service team.
Based in:
Princeton, NJ
Reports to:Head of Consumer Services
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 self-starter to lead our newly formed team of 20+ retention associates, team leads, supervisors and motivational consultants 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.
• Lead and support the building, development and ongoing management of an inbound customer retention call center
• Daily tracking and analysis of agent performance KPIs, quality assurance standards, as well as implementing actionable insights and recommendations
• Ultimately responsible for meeting retention targets and exceeded along with customer satisfaction metrics.
• Ensure that the Customer Service Associates are knowledgeable of and comply with company policies, procedures and practices.
• Develop strong relationships with Dow Jones’ outsourcing partner
• Ensure timely recruitment, on-boarding, training, scheduling, and day-to-day performance management in a fast-paced environment
• Continually develop and maintain a stable and flexible team that is highly committed, motivated, competent and results focused
• Maintain up to date knowledge of industry developments to provide input into the strategy of the Consumer Services Customer Service group
• Coordinate staff recruitment, liaising with HR staff, on-boarding and training for each team member
• Review the performance of staff, identifying training needs and planning training sessions
• Handle the most complex customer complaints or inquiries
Requirements:
• Deep understanding and at least three years experience managing retention teams to support revenue retention, preferably in the consumer space supporting subscription services
• Experience and basic technical knowledge of phone/email/chat platforms, fulfillment systems, knowledge bases, Microsoft suite of business products, Google
• Ability to establish and maintain a positive, collaborative team environment
• Ability to build effective working relationships and communicate with all levels of the business, including Finance, Circulation, Product, Marketing and Operations, in addition to working with Outsourced partners
• Desire for a long-term career in customer services management
• Recognition that operational roles of this nature involve unscheduled incident and crisis management
• Ability to deal with high level complaints
• Excellent written and verbal English communication skills
• Bachelor’s degree or equivalent is required
Dow Jones , Making Careers Newsworthy
All 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, please reach out to us at TalentResourceTeam@dowjones.com. Please put “Reasonable Accommodation" in the subject line.
Business Area:
CUSTOMER ENGINE