Customer Service Representative, Peacock

Introducing Peacock, NBCUniversal’s new streaming service that combines timeless shows and movies, exclusive originals, kids programming and current hits, with timely news, sports and pop culture. All together. All in one app. With our successful launch in 2020, we are building a world-class team of smart, hungry and fearless professionals who are energized by the possibility of working at the epicenter of content, technology and culture. Join us if you would like to be a part of this exciting initiative. We are seeking Customer Service Representatives for our Peacock customer support team. As a Customer Service Representative, you will be the first point of contact for Peacock viewers via social platforms, chat, email and more. Job Duties Providing customer service support for viewers through various channels, such as social media, phone, email, and chat. Expert in managing social media platforms in crafting creative responses both publicly and privately to our customers. Maintain customer satisfaction ratings based on explicit criteria set forth by the company Serve as the front line of technical issues, outages and escalations for broadcast viewing or digital streaming. Become an expert in all Peacock platforms including but not limited to: mobile application, website, TV apps and devices, and TV broadcast. Troubleshooting technical issues on a variety of device applications to ensure seamless streaming and viewability. Maintain accurate and up-to-date account and billing information of customers through CRM and billing software. Participate in efficient daily workflow processes using operational metrics to gauge performance and ensure timely service Participate in a quality program to certify that a high level of accuracy and customer support are consistently being delivered, utilizing NPS as the primary driving metric