NBC SPORTS CUSTOMER SUPPORT SPECIALIST

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NBC Sports Next is where sports and technology intersect. We're fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology.

We're a subdivision of NBC Sports and home to leading technology platforms and digital applications for Youth & Recreational Sports;

Golf; and Emerging Media.??

At NBC Sports Next, we?equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including?

SportsEngine (http : / / www.sportsengine.com / ) , the largest youth sports club, league and team management platform; SportsEngine Play (https : / / sportsengineplay.

com / ) , the first ever streaming service for youth and amateur sports,?GolfNow (http : / / www.golfnow.com / ) , the leading online tee time marketplace and provider of golf course operations technology;

and?GolfPass (https : / / www.golfpass.com / ) ?the ultimate golf membership that connects golfers to exclusive content, tee time credits, instructional content and more.??

Come join us as we work together as one team to innovate and deliver what's Next.

NBC Sports Next is looking for our newest NBC Sports Customer Support Specialist to join the team. Our team demonstrates a passion for proactively providing customer resolution, effectively troubleshooting, and excellent customer service.

If you share these passions, in addition to being in a high-energy, fast-paced culture, this is the job for you.

Job Duties

• Provide excellent customer service through multiple channels (phone, email, web, mobile, social).
• Actively investigates customer's needs through effective questioning and proactive listening skills.
• Identify trending issues and efficiently escalate to leadership / management.
• Demonstrate product knowledge by successfully using available tools and systems when responding to inquiries.
• Participate in efficient daily workflow processes with the use of operational metrics to gauge performance and timely service
• Participate in our quality program to certify that a high level of accuracy and care are consistently being delivered

Basic Qualifications

• Able to identify trending issues and accurately communicate with management
• Strong typing and writing skills
• Strong active-listening and deductive logic skills
• Able to use multiple tools / systems simultaneously
• Able to be self-motivated in a fast-paced working environment
• Able to remain flexible during high-stress times.

Desired Qualifications

• Experience in Salesforce or other CRM systems.
• Experience in Amazon Connect call center software.
• Familiar with Metrics / KPI reporting utilizing a variety of software.
• Experience in working with and / or managing a team, directly or indirectly.
• Outstanding customer service skills and dedication to providing exceptional customer care.

Additional Job Requirements

• Willingness to work overtime, and on weekends, sometimes with short notice.
• Hybrid : ?This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.
• Must be willing to work in Orlando, FL office.

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision.

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