Customer Support Specialist

Job Description

Responsibilities

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.

Job Description

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.  

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

NBC Sports Next is looking for our newest NBC Sports Customer Support Specialist to join the 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
• Provide excellent customer service through multiple channels (phone, email, web, mobile, social).
• Actively investigates customer's needs through effective questioning and proactive listening skills.
• Identify trending issues and efficiently escalate to leadership/management.
• Demonstrate product knowledge by successfully using available tools and systems when responding to inquiries.
• Participate in efficient daily workflow processes with the use of operational metrics to gauge performance and timely service
• Participate in our quality program to certify that a high level of accuracy and care are consistently being delivered

Qualifications

Basic Qualifications
• Able to identify trending issues and accurately communicate with management
• Strong typing and writing skills
• Strong active-listening and deductive logic skills
• Able to use multiple tools/systems simultaneously
• Able to be self-motivated in a fast-paced working environment
• Able to remain flexible during high-stress times.

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

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision.

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.

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 nbcunicareers.com as a result of your disability. You can request reasonable accommodations by emailing [email protected].

Jobcode: Reference SBJ-d8kkoq-3-145-107-223-42 in your application.