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NBCUniversal · 2 months ago

Customer Service Representative, Peacock

Orlando, FL

Full-time

Hybrid

New Grad, Entry Level

0+ years exp

NBCUniversal is one of the world's leading media and entertainment companies, and they are seeking Customer Service Representatives for their Peacock customer support team. In this role, you will be the first point of contact for Peacock viewers, providing support through various channels and resolving technical issues related to streaming services.

BroadcastingMedia and EntertainmentNews

Responsibilities

Providing customer service support for viewers through various channels, such as social media, phone, email, and chat

Expert in managing social media platforms in crafting creative responses both publicly and privately to our customers

Maintain customer satisfaction ratings based on explicit criteria set forth by the company

Serve as the front line of technical issues, outages and escalations for broadcast viewing or digital streaming

Become an expert in all Peacock platforms including but not limited to: mobile application, website, TV apps and devices, and TV broadcast

Troubleshooting technical issues on a variety of device applications to ensure seamless streaming and viewability

Maintain accurate and up-to-date account and billing information of customers through CRM and billing software

Participate in efficient daily workflow processes using operational metrics to gauge performance and ensure timely service

Participate in a quality program to certify that a high level of accuracy and customer support are consistently being delivered, utilizing NPS as the primary driving metric

Qualification

Customer service supportSocial media proficiencyTechnical troubleshootingCRM software knowledgeHigh energySalesforceCommunication skillsTeam playerPositive attitudeSelf-motivated

Required

Strong written and verbal communication skills

Excellent typing, phone, and computer navigation skills

Proficiency with social media platforms

Proficiency with navigating the Internet, email, and Instant Messenger

Knowledge of digital streaming services and devices

Must be willing to work mornings, evenings, weekends, holidays, and overtime when needed, sometimes with short notice

Preferred

Previous experience in managing social media platforms, from posts to direct messages on behalf of a business

Positive attitude and professional manner expected at all times

Strong team player

High energy and engaging personality with the ability to convey patience, and remain calm in stressful situations

Able to be self-motivated by a fast-paced working environment

Familiarity with Salesforce is strongly desired

High school diploma or GED preferred

6 months previous customer service/call center experience

Benefits

Medical, dental and vision insurance

401(k)

Paid leave

Tuition reimbursement

A variety of other discounts and perks

Company

NBCUniversal

Glassdoor4.0

NBCUniversal is a media company that provides entertainment and news development, production, distribution, and marketing services. It is a sub-organization of Comcast.

Founded in 1912

New York, New York, USA

10001+ employees