Coordinator, Customer Service
Scripps Networks Interactive
Knoxville, TNThis was removed by the employer on 5/25/2017 8:23:00 AM PST
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Full Time Job
We are seeking a team member who loves to communicate! Here at Scripps Networks Interactive, we are home to some of your favorite lifestyle media brands including HGTV, Food Network, and Travel Channel. Our Customer Service team, located in Knoxville, TN, engages with thousands of viewers and website users each month, and we're looking for a die-hard fan of our networks to join our community and engage with customers via phone, email, and other channels. We work together to support the team and department by maintaining knowledge of our key focus areas, including our on-air programs, digital strategies, and corporate initiatives.
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Job Description:
Scripps Networks Interactive is actively seeking a Customer Service Coordinator in Knoxville, TN. The Coordinator will provide expert quality service to the audience and customers of the Scripps Networks Interactive lifestyle of brands for programming, websites, video, apps, merchandise, newsletter, sweepstakes, user- generated content, corporate inquiries via email, phone and social media. The successful incumbent will troubleshoot website, apps and digital issues and communicate effectively with customers to find resolution. Additionally, the new team member will provide the necessary assistance to ensure a positive customer experience.
What you will be doing:
• Provide a full range of customer service for all areas of the business (programming, digital, TV Everywhere, corporate, merchandise, social media) in a prompt, efficient and professional manner.
• Demonstrate listening and analytical skills, with the ability to obtain key information to resolve problems.
• Showcase advanced analytical skills to identify, gather and organize information as it pertains to browsers and apps.
• Exhibit excellent oral and written communications skills, with the ability to articulate relevant information and directions in an organized and concise manner to the customer, as well as all levels of the organization.
• Communicate courteously and effectively to understand issues from the customer's perspective.
• Manage day-to-day relationships with internal partners to ensure all stakeholders are aligned and informed.
• Maintain extensive knowledge of the roles of other departments within the company to respond adequately to inquiries.
• Possess an excellent knowledge of Windows and Macs, web browsers, and mobile app technology.
• Be able to work in a fast-paced team environment with proven ability to maintain composure in sometimes stressful situations, and manage and diffuse angry or upset customers.
What you need to have:
• An Associates degree from an accredited institution.
• A minimum of 2 years of related experience.
What we would like to have:
• Bachelor's degree from an accredited institution.
• Proficient experience with Microsoft office applications;
• Strong technical aptitude and mobile experience, including familiarity with over-the-top applications such as Roku, Kindle Fire, and Apple TV;
• Strong organizational, analytical and problem-solving skills;
• Extensive knowledge of online browsing tools and various add-ons;
• Advanced oral and written communication skills;
• Knowledge of social media technology with personal experience/engagement with Facebook, Twitter, YouTube, blogs and other high profile social media sites;
• Knowledge of the SNI brands and their respective websites;
• Knowledge of cloud-based Oracle software ''RightNow'' ;
• Ability to identify and analyze customer needs and problems;
• Ability to work to a time deadline and diffuse stressful situations;
• Ability to adjust priorities and manage time wisely in a fast-paced environment.
WE'LL PROVIDE THE BENEFITS:
• Full-time position (40 hours/week) with competitive compensation package
• Eligible for full insurance benefits (medical, vision, dental, prescription)
• Eligible for retirement benefits (401k matching additional funds for age/service)
• Fantastic paid time off package
• Industry leading maternity/paternity leave program
• Identity theft protection and access to legal services
ABOUT SCRIPPS NETWORKS INTERACTIVE
Scripps Networks Interactive is one of the leading global developers of inspiring lifestyle content in the home, food and travel categories for television, Internet and emerging platforms. With powerhouse brands-HGTV, DIY Network, Food Network, Cooking Channel, Food.com, Travel Channel and Great American Country, Scripps Networks engages with millions of passionate consumers in more than 180 countries across the globe. Along with its popular US brands, Scripps' international reach also extends to TVN, Poland's multi-platform commercial media company; UKTV, an independent joint venture with BBC Worldwide; lifestyle channel Fine Living and Asian Food Channel in Singapore.
*LI-KJ