Customer Coach - NBC Sports Next

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we’ll continue to create and deliver content that reflects the current and ever-changing face of the world.

NBC Sports Next is where sports and technology intersect. We’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology. We’re a subdivision of NBC Sports and home to leading technology platforms and digital applications for Youth & Recreational Sports; Golf; and Emerging Media.   

At NBC Sports Next, 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; SportsEngine Play, the first ever streaming service for youth and amateur sports, GolfNow, the leading online tee time marketplace and provider of golf course operations technology; and GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, instructional content and more.   

This role is part of our Youth & Recreational Sports group, comprised of technology platforms such as SportsEngine HQ, SportsEngine Motion, SportsEngine Play and SportsEngine Tourney. We enable athletes, parents, coaches and team administrators in the youth and recreational space to manage their organizations, collect payments, share schedules, find programs to participate in and connect with other families. Additionally, NCSI enables leagues and organizations to properly screen and train coaches in an effort to keep kids safe.  

Come join us as we work together as one team to innovate and deliver what’s Next.   

The Customer Coach will respond to inbound customer inquiries, issues and requests via email, phone, and online chat by being yourself and using your newfound knowledge. Follow through with technical issues brought to our attention by customers. You will be the voice of the customer while you track down and determine the root cause of issues, while also correctly logging any issues that need the attention of our Development Team. Some evenings and weekends may be required.

Job Duties

• Become a subject matter expert within our tools and platforms to best serve our customers
• Respond to inbound customer inquiries, issues and requests via email, phone, and online chat with empathy and understanding.
• Follow through with technical issues brought to our attention by customers by being the voice of the customer
• Investigate and determine the root cause of technical issues
• Achieve KPIs as assigned 
• Correctly log and document any issues that need the attention of our Development Team
• Other duties as assigned

Basic Requirements

• 2+ years of customer service experience
• Proven ability to communicate (spoken and written) effectively with a vast variety of customers
• Demonstrated problem solving skills, ability to think on your feet, and take initiative
• Demonstrate a sense of urgency and ownership thinking
• Demonstrate strong organizational, time management and prioritization skills

Desired Qualifications

• Previous experience in the technology industry, desired
• Technical aptitude and an ability to learn new technologies
• An intrinsic need/desire to help people
• Able to communicate with customers in Spanish, a plus
• A love of sports is a plus!

Additional Job Requirements

• Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.
• Must be willing to work in the Minneapolis, MN or Orlando, FL office. 

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. 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.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].