Engagement Specialist, Member Care - Orlando, United States - NBCUniversal

Description

Job Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we'll continue to create and deliver content that reflects the current and ever-changing face of the world.

SPORTS NEXT

NBC Sports Next is where sports and technology intersect. We're fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology. We're a subdivision of NBC Sports and home to leading technology platforms and digital applications for Youth & Recreational Sports; Golf; and Emerging Media.

At NBC Sports Next, we equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; SportsEngine Play, the first ever streaming service for youth and amateur sports, GolfNow, the leading online tee time marketplace and provider of golf course operations technology; and GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, instructional content and more.

FANDANGO

Over the past twenty years, Fandango has built a network of direct-to-consumer digital brands, where 50 million+ fans unite to celebrate their love for movies, TV and streaming. We take pride in serving fans throughout their entertainment journey from content discovery to theatrical moviegoing to watching at home. Our portfolio includes leading online movie ticketer, Fandango, which tickets for more than 31,000 U.S. movie screens; world-renowned entertainment review site, Rotten Tomatoes; and Fandango at Home (previously known as Vudu), the on-demand streaming service offering the industry's best selection of 4K UHD titles and more than 250,000 new release and catalogue movies and next day TV shows.

Come join us as we work together as one team to innovate and deliver what's Next.

NBC Sports Next is expanding our Member Engagement Team. Our team demonstrates a passion for proactively providing customer resolution, effectively troubleshooting, and excellent customer service. If you share these passions, in addition,­­­ t­o being in a high-energy, fast-paced culture, this is the job for you.

Job Duties

• Efficiently handles escalated cases and communicate additional escalations as needed.­­­
• Effectively review all details pertaining to cases and actively investigate customers' needs through questioning and proactive listening skills.
• Provide excellent customer service through multiple channels (email, web, mobile, social, phone).
• Demonstrate product knowledge by using available tools and systems when responding to inquiries.
• Participate in efficient daily workflow processes through the use of operational metrics to gauge performance and timely service.
• Connecting with customers to capture their feedback to improve our customer experience.
• Able to remain flexible and energetic during high-stress times.
• Research, address, track, and close all customer related queries, managing high priority issues by working with cross-functional teams.
• Contribute to knowledge database, FAQs, and other customer documentation.

Basic Requirements

• Detail-oriented and precise communication skills
• Able to be self-motivated and have good time-management in a fast-paced working environment
• Strong typing and writing skills
• Strong active-listening and deductive logic skills
• Able to use multiple tools/systems simultaneously
• High energy and engaging personality with the ability to convey patience and calmness in stressful situations
• Strong troubleshooting skills and the ability to problem solve complex technical issues.
• Ability to translate technical information to a non-technical customer.

Desired Characteristics

• Strong knowledge with home networking (ISPs, modems, routers, firewalls, etc.), internet-enabled living room devices (Smart TVs, Xbox, PlayStation, streaming devices such as Chromecast, Roku), home computers (hardware, software, flash, and various operating systems), home theater A/V equipment (A/V receivers, surround sound systems, Blu-Ray players, HDTVs), and mobile platforms (iOS, Android).
• Experience in Salesforce or other CRM systems
• Experience in Amazon Connect call center software
• Familiar with Metrics/KPI reporting utilizing a variety of software
• Experience in working with and/or managing a team, directly or indirectly
• Outstanding customer service skills and dedication to providing exceptional customer care

Additional Job Requirements

• Must be willing to work in Orlando, FL
• Hybrid: This position has been designated as hybrid, generally contributing from the Orlando office a minimum of three days per week.
• Must be willing to work on weekends.
• Willingness to work overtime, if needed

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access as a result of your disability. You can request reasonable accommodations by emailing