Executive and Customer Relations Lead

Job Description

Executive and Customer Relations Lead

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

We are looking for all the best kinds of people to make great experiences for our players and who want a job that inspires them while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

And we want you to join us. We are hiring an Executive and Customer Relations Lead to join our Executive and Customer Relations team in Austin, Texas.

You will help improve the player experience. They have a commitment to resolving player issues and requests while maintaining customer success. You will be empathetic, and have a passion for making things better.

You will be part of EA's Customer Experience organization. The Customer Experience organization strives to make EA known for taking care of its players. We are players taking care of players and people talking to people – whenever, wherever, and however they need us.

The ideal Executive and Customer Relations Lead is experienced in two or more of these areas: customer engagement/retention, root cause analysis, technical support, concierge service, customer success, or solutions engineering. They respond to all requests in their assigned service levels with empathy and advocacy.

So how do Executive and Customer Relations Leads make great experiences for players? They:
• solve players' issues and concerns
• provide solutions by identifying and analyzing issues
• identify gaps and provide recommendations
• follow-up on issues to make sure recommendations are implemented
• advocate for player needs and address their issues across departments
• Analyze available information to understand what impacts experiences, then make recommendations.

If this role is for you, then you are:
• abrand advocate-you show EA's values to players and partners
• afixer of problems-take ownership of issues and resolve them accordingly
• acollaborator -you use resources and partner with other departments to provide a great player experience
• reliable-you focus on your target and meet defined department goals and activity metrics
• always learning-you want to continue growing
• ateam player-you focus on building relationship and encouraging partnerships
• take responsibility-you take ownership for actions and find areas where you can improve.

If you're interested you'll need these skills or experiences:
• BA/BS degree
• 3+ years of customer success or customer service in a call center.
• 2+ years of online, console, or mobile gaming experience.
• 2+ years of experience dealing with escalations and complaints.
• Build relationships with partners and teams.
• Experience with Microsoft applications.
• Initiative to work independently or collaboratively, working with others to achieve results.
• Work on project and process improvement plans.
• Work to solve tough issues.
• Verbal skills that adapt to different audiences.
• Excellent business writing skills with the ability to provide clear messaging, present information and answer questions from players, partners, managers, other teams, and partners.

Jobcode: Reference SBJ-r11jwy-18-191-189-85-42 in your application.