Employer: NBCUniversal
Job Summary:
The Operator is a passionate, enthusiastic, and an outgoing individual who has a drive to succeed and is excited about customer service. The Operator is part of the Client services organization call placement, and relay Support information for various groups within NBCU. Operators will take ownership of all calls or tickets, routed to them from internal/ external sources or customers which require a higher level of analysis and will work these cases to resolution or route to the appropriate resolution group. As Operators you will be part of a support team which delivers exceptional service experience by serving as a point of contact for employees, public and business partners seeking assistance via call center and tickets.
Responsibilities:
- Ensure Calls, tickets and escalations are documented/ placed in real time and in accordance with Operator processes and quality standards
- Audience reaction services receiving and handling the comments from viewers regarding programming as prescribed by documented procedures including directing calls to designated Mailboxes
- Emergency Situations Documenting and placing calls to NBCU Security following emergency documented protocols such as bomb threats, fire, etc.
- Provide support direction for external callers for NBCU Businesses following NBCU documented procedures.
- Communicate with all levels of the organization via phone or email including executive protocols.
- Maintain Input directory changes, update employee information Office telephone numbers, mobile numbers, etc.
Handle repair escalations including off-hours deal with telephone companies and internal/ external equipment suppliers to resolve outages.
Qualifications/Requirements:
- Minimum of 5 years’ experience in a call center environment
- Well versed in current and future operator policies, procedures, standards, and documentation as it pertains to the business needs.
- Media and Entertainment industry experience
- Exceptional customer service and communication skills
- Proven track record as a cooperative team player
- MS Office Suite/O365 (Word, Excel, PowerPoint, Outlook)
- Usage of Soft Phone or similar
- Willing to work all shifts day or night
- Ability to adapt/ stay calm in high stress environment
Sub-Business Global Media Operations
Career Level Entry-Level
City Remote
State/Province Remote
Country United States
About Us
NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.
Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.
Notices
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. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.
NBCUniversal is an equal opportunity employer and will provide reasonable accommodations as required by applicable federal, state, and/or local laws.