Engagement Specialist, Member Care

Job Description

Responsibilities

NBC Sports Next is where sports and technology intersect. We're a subdivision of NBC Sports and home to all NBCUniversal digital applications in sports and technology within our three groups: Youth & Recreational Sports; Golf; and Betting, Gaming & Emerging Media.

At NBC Sports Next, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. 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; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips; TeamUnify, swim team management services; GoMotion, sports and fitness business software solutions; and NBC Sports Edge, a leading platform for fantasy sports information and betting-focused tools.

At NBC Sports Next we're fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology that provides the ultimate in immersive experiences.

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 is the voice of the golfer that 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.
• Conducting Member Surveys feedback calls while providing an engaging customer experience.
• Able to remain flexible and energetic during high-stress times.

Qualifications/Requirements
Basic Qualifications
• 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

Additional Job Requirements
• Must be willing to work one weekend day.
• Must be willing to work in Orlando, Fl. This is NOT a remote ONLY position. Employees will need to work in office on specified days.
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• Must submit an attestation disclosing your COVID-19 vaccination status and, if partially or fully vaccinated, submit your vaccination record no later than 7 days following commencement of employment.
• Must be fully vaccinated against COVID-19 at the commencement of employment or adhere to enhanced protocols if Company determines your job position requires accessing an NBCUniversal worksite.
• Must be willing to adhere to all Company COVID-19 workplace safety policies and protocols.

Desired Characteristics

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

Jobcode: Reference SBJ-rj9z6w-3-144-172-115-42 in your application.