Customer Service Representative

Job Description

Responsibilities

Introducing Peacock, NBCUniversal's new streaming service that combines timeless shows and movies, exclusive originals, kids programming and current hits, with timely news, sports and pop culture. All together. All in one app.

With our successful launch in 2020, we are building a world-class team of smart, hungry and fearless professionals who are energized by the possibility of working at the epicenter of content, technology and culture. Join us if you would like to be a part of this exciting initiative.

We are seeking Customer Service Representatives for our Peacock customer support team. As a Customer Service Representative, you will be the first point of contact for Peacock viewers via social platforms, chat, email and more.

Job Duties
• 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

Qualifications

Basic Qualifications
• 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

Additional Job Requirements
• 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 mornings, evenings, weekends, holidays, and overtime when needed, sometimes with short notice
• Willingness to work a flexible schedule, overtime, and on weekends. Operating hours range from 9am -1am, 7 days a week and open availability is required.

Desired Qualifications
• 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

Additional Information

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 nbcunicareers.com as a result of your disability. You can request reasonable accommodations in the US by calling 1-818-777-4107 and in the UK by calling +44 2036185726.

Jobcode: Reference SBJ-robe26-3-129-19-251-42 in your application.