Digital Consumer Specialist
Discovery Communications
Knoxville, TNThis was removed by the employer on 4/25/2019 10:30:00 AM PST
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Full Time Job
The Role
The person will be the face of the brands, responsible for communicating with mobile consumers, troubleshooting issues, researching potential bugs, and working directly with the product teams to ensure errors are reported, prioritized, and resolved. The successful candidate will provide expert quality service to the audience and fans via email, social media, and other forms of communication. This position will be based in Knoxville, TN and report to the Director of Fan Relations.
Responsibilities
1. Respond effectively and efficiently to consumer emails within our customer service platform, quickly identifying next steps to gather more information
2. Strategize and prioritize customer incidents and communicate trends to key internal stakeholders via formalized reporting
3. Maintain a strong presence with internal business partners by facilitating and participating in phone, video, and in-person meetings
4. Communicate daily with customers on social platforms, app stores, and other forms of communication to maintain a 24-hour response time
5. Participate in and facilitate special projects as required
Requirements
* Bachelor’s degree or equivalent
* Experience working with Roku, Amazon Fire TV, and Apple products
* Experience working with social media management software
* Proficient with Microsoft Excel and other data visualization tools
* Experience with Oracle Service Cloud preferred
* Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
* Be an innovative thinker and have excellent communication (internal/external and written/verbal) and presentation skills
* Strong interpersonal skills with ability to work in a team environment and manage at all levels of a matrix organization
* Be a strong leader with core competencies in project management, attention to detail, managing diverse workload under tight deadlines
* High-level of initiative with the ability to self-direct workflow
* Must have the legal right to work in the U.S.
Knoxville, Tennessee, KX, TN