Pib Customer Service Team Leader

**Job Description**:
Customer Service Team Leader

Based in: Barcelona, Spain

Reports to: Customer Service Supervisor

Position Summary:
Key Responsibilities:

- The Customer Service Team Leader is responsible for helping to lead the team to ensure all customers receive superior service
- Act as the primary management contact for Customer Service when the CS Supervisor is not available
- Act as 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
- Collaborate with other regional Customer Service teams
- Work with Product, Sales, Data Strategy, Billing, and other Dow Jones departments as necessary
- 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 B2B product suite by assisting customers with product navigation, content queries, answering billing/account administration questions, and offering first-line technical support
- Handle special projects as needed
- Participate in advanced R&C/Factiva training with Tech Support and Product teams in order to remain a SME

QUALIFICATIONS:
Required
- Experience in a customer service organization supporting high-end products and high-value clients
- Ability to train/coach team members on Dow Jones B2B 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
- Advanced knowledge of current B2B products and CS procedures, with a minimum of 6 months in a CSA position on the B2B team in the past 2 years
- 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

Desired
- Fluency in one of the following languages: French/Spanish/German/Italian/Russian/Chinese/Japanese
- Bachelor’s degree desired
- Ability to analyze reporting of metrics and understand KPIs and Service Levels in a call center environment

Our Benefits
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Family Care Benefits
- Subscription Discounts
- Employee Referral Program

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, 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.

Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE

Job Category: Customer Service/Support Group

Union Status:
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.

Req ID: 35157