Integration Research Team Leader

Job Description:
The Customer Service (CS) Department’s mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands

Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team. Our Customer Experience Design Team are the guardians of the customer experience and advocate for our customers

All of our team members are passionate about always being the 'customer' and work to incorporate our CSXD core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful.

We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply.

Integration Research Team Leader

Based in: Princeton, NJ /Barcelona

Reports to: Senior Manager, Integration Research

Key Responsibilities:

- The Integration Research Team Leader is responsible for helping to lead the team to ensure all customers receive superior service
- Act as a Subject Matter Expert (SME) for our content, coding (indexing), integration products, full suite of Dow Jones products, and our internal systems
- Act as the primary management contact for Integration Research when the Senior Manager is not available
- Act as primary point of contact for incoming project work
- Lead and track team projects, ensuring work is completed on target and within guidelines
- Assist with recruiting, scheduling, coaching, and training, as needed to develop an effective team with a strong customer focus
- Collaborate with Customer Service colleagues, Technical Support, Sales, Product, internal stakeholders, and customers
- Track progress on outstanding incidents to ensure customers get accurate and timely updates and resolutions.
- Help develop a cohesive and informed team through contribution via regular staff meetings and team-building exercises
- Provide superior customer service, focusing on assisting customers, sales, new prospects, and internal stakeholders, with performing specific searches and using more complex research methods in order to utilize the full suite of Dow Jones products more effectively.
- Think out of the box when utilizing research method tools, allowing customers to use the suite of products more effectively for their specific requirements
- Provide high-level telephone and e-support to customers who require research assistance for the Dow Jones suite of products including advice on search strategies, indexing, and content.
- Learn and use all internal tools to provide high-level support to customers
- Encourage and increase product usage by up-selling users, liaising with sales account teams where necessary

QUALIFICATIONS:
Required
- Strong research skills using Boolean connectors, proximity connectors, and taxonomy for the creation of queries
- Ability to analyze and understand customer requests/issues and conduct the appropriate research
- Ability to solve issues correctly in a timely manner
- Proven ability to provide excellent customer service in all forms of communication with the ability to listen, empathize, and effectively handle challenging customers in a professional manner
- Ability to work independently on projects
- Ability to lead projects
- Ability to keep ahead of trends
- Experience in a customer service organization supporting high-end products and high-value clients
- Ability to train/coach team members on Dow Jones PIB products, content, search, and internal systems
- Superior verbal and written communication skills with the ability to explain complex ideas at a level appropriate to the audience
- Advanced knowledge of currentPIB products and CS procedures
- Ability to schedule work and implement work assignment adjustments to meet changing business needs
- Salesforce experience

Preferred
- A minimum of 1 year experience on the Integration Research team supporting customers
- Understanding of customer needs and the ability to suggest Dow Jones products and services to existing as well as potential customers
- Bachelor’s degree desired
- Ability to analyze reporting of metrics and understand KPIs and Service Levels in a call center environment

Desired
- MLS, former research experience
- Bachelor’s degree
- 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
- Education Benefits
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program

Dow Jones, Making Careers Newsworthy

All qualified applicants will receive consideratio