Customer Service Representative, Peacock

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.

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.

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

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

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].