Specialist - Fan Relations
Discovery Communications
Knoxville, TNThis was removed by the employer on 12/5/2019 1:31:00 PM PST
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Full Time Job
The Role
Reporting to the Director of Fan Relations, the Fan Relations Specialist will be a liaison between the linear TV partners and Fan Relations. He or she will act as intermediary between internal and external stakeholders, ensuring proper standards and outputs are met. (S)he will also be responsible for establishing and implementing requirements within the team and neighboring departments. This person will be responsible for brand identity, consistency, sharing project updates, training and coaching, and performance reporting.
Responsibilities
1. Create and maintain strong working relationships with internal divisions and external groups
2. Oversee project timetables with direct hands-on management of meetings, development of reports and presentations, follow-up, and action assignments
3. Liaise with clients and business partners to define workflows and requirements
4. Be accountable for fulfilling service-level agreements
5. Craft and establish statements of procedure to ensure that procedures are followed and client needs are met
6. Provide technical and procedural guidance based on established practices
7. Deliver world-class, proactive customer service to internal and external stakeholders
8. Assist with employee training in the operation of equipment and in established processes
9. Monitor customer service incidents with tentpoles and sweepstakes, answering within two business days and generating custom reports for stakeholders in order to troubleshoot and report issues to the Digital team
10. Keep up to speed with industry trends in order to effectively perform job duties and responsibilities
Requirements
* Minimum 5 years customer service experience
* Thorough knowledge of Discovery brands and their respective websites
* Extensive knowledge of online browsing tools and various add-on extensions
* Ability to adjust priorities and manage time wisely in a fast-paced manner
* Strong organizational, analytical, and problem-solving skills
* Ability to embrace a constantly changing environment
* Experience with CRMs such as Oracle Service Cloud and Zendesk is preferred
* Exceptional communication, presentation, and organization skills
* Proficiency with Office Suite and demonstrated competency in learning new software
* Must have the legal right to work in the U.S.
Knoxville, Tennessee, KX, TN