Digital Consumer Support Coord - Social
Discovery Communications
Knoxville, TNThis was removed by the employer on 12/4/2019 1:31:00 PM PST
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Full Time Job
The Team
Discovery, Inc. is looking for an efficient communicator and storyteller to join our Fan Relations team. Fan Relations is a customer support function under Corporate Communications and assists all of Discovery’s U.S. networks including Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery and Animal Planet. From linear pilots to sweepstakes launches, website redesigns, corporate and legal escalations, advertising inquiries and our many digital offerings, Fan Relations constantly provides top-level customer service to consumers, internal clients, and business partners.
The Company
Discovery brands continue to grow globally and across platforms, and Fan Relations is building media strategies and systems that meet world-class standards for which Discovery is known. Our company is evolving as we expand from a traditional linear pay TV business towards a convergent media and entertainment business that encompasses digital and mobile.
The Role
The coordinator will be responsible for communicating with TV Everywhere consumers, troubleshooting issues, researching potential bugs, and working closely with other Fan Relations team members to ensure errors are reported, prioritized, and resolved. He or she will provide expert quality service to the audience and fans via social media, chat, email and other forms of communication. The coordinator will work closely with the Digital Consumer Support Manager to pioneer the social media support structure for TV Everywhere customers. The coordinator will also use strategic thinking skills and knowledge of regional programming strategies and business objectives to quickly identify and effectively address client needs. This position is integral to the business as our digital needs continue to evolve. This position will be based in Knoxville, TN and report to the Digital Consumer Support Manager.
Responsibilities
1. Interact daily with customers via email, chat, app stores, social platforms, and other forms of communication to maintain a 24-hour response time
2. Deliver world-class, proactive customer service to internal and external stakeholders
3. Showcase advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms
4. Participate in and facilitate special projects as required
5. Attend assigned taskforce meetings and report status updates to leadership
6. Generate strategies for identifying and onboarding new digital workflows
7. Identify and champion strategic cross-platform ideas on a proactive basis and in response to client requests
8. Serve as subject matter expert in social media processes and technologies
9. Be accountable for service-level agreements
10. Assist with employee training in the operation of equipment and in established processes
Requirements
* Bachelor’s degree or equivalent
* Proficient with social media community and listening software
* Knowledge of mobile apps, connected devices, and TVE technology
* Experience with CRMs such as Oracle Service Cloud and Zendesk is preferred
* Proficiency with Office Suite and demonstrated competency in learning new software
* Capability of crafting consumer-facing communications in an adept way to resolve issues and maintain consistent branded voice
* Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
* Ability to independently multitask and manage a varied portfolio of projects with unique needs in a deadline-driven environment that requires a high degree of accuracy and attention to detail
* Strong analytical and critical thinking skills
* Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
* Commitment to teamwork through relationship-building, reliability, trust, and collaboration
* Must have the legal right to work in the U.S.
Days/Hours of role: Wednesday - Sunday (11:30 am - 8:30 pm)
Knoxville, Tennessee, KX, TN