Specialist, Customer Care

Job Description

Summary of Position:

The Customer Care Specialist will be responsible for providing service and support for STARZ’s customers via phone and email, resolving: billing issues, technical problems, general questions, and handling escalations. Successful applicants will be able to manage a large volume of tickets and receive inbound and make outbound, calls to customers to ensure all customers communications are successfully managed. Growth opportunities exist in troubleshooting escalations with the engineering team, expanding care operations to include retention/upsell efforts, and overseeing global tier 1 agents.

Responsibilities:
• Manage a large volume of inbound and outbound calls and emails promptly, thoroughly document all customer interactions, identify and raise potential problems to the manager – 75%

• Address billing inquiries, to include; refunds, cancellations, questions, and disputes – 60%

• Provide technical support for the STARZ streaming application on the following platforms: Android, iOS, Roku, Samsung TV, LG TV, web, and Xbox – 10%

• Answer general questions related to STARZ, the linear channels, and On Demand programming – 5%

• Train, onboard, and support tier 1 agents and QA their efforts – 20%

• Other tasks and duties as assigned – 5%

Desired Skills and Experience:
• Demonstrated experience providing either internal or external service support (help desk, call center, etc.); And/or training; And/or equivalent combination of education and experience

• Experience with communicating directly to external customers

• Experience with subscription services, billing, and/or billing systems

• Experience in Media/Entertainment/Telco/Satellite/Cable customer care

• Preferred experience supporting streaming applications on any of the following operating systems: Android, iOS, Roku, Tizen OS, web, WebOS, and/or Xbox

• Strong problem-solving skills

• Eagerness, the ability to learn, and be trained, on the specifics of the STARZ application and the processes required for the position

• Bilingual is a large plus (Spanish, Portuguese, German, French)

Nearest Major Market: Denver

Jobcode: Reference SBJ-dyjkbk-18-222-125-171-42 in your application.