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CX Associate Manager, NBC News Group

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NBCUniversal

2024-10-06 01:41:48

Job location New York City, New York, United States

Job type: fulltime

Job industry: Other

Job description

Job Description

We're looking for a highly organized and detail-oriented CX Associate Manager to help oversee the day-to-day customer support and operations of our digital subscription. As the critical link between our customers and the internal teams, this person will need to be able to unravel complex customer issues, collaborate with company stakeholders to investigate issues and help implement solutions - all while managing our offshore CX team and supporting them in delivering excellent (i.e., fast, accurate, & empathetic) service to our customers.

The ideal candidate will be as comfortable working in the front lines of customer support as they are communicating urgent issues to executives. Reporting to the Director of Customer Experience, this person must be an analytical thinker who loves to dig into complicated issues with tenacity and clarity and gains satisfaction from solving customer issues - toward the ultimate goal of delivering excellent service.

Please note: Every new hire on our CX team will spend at least the first 3 months being a full-time customer support agent.

What you'll do:

Lead day-to-day CX operations for digital subscriptions, with focus on investigating and escalating customer issues (especially bugs and outages), keeping team informed on progress and seeing issues through to final resolution.

Analyze customer feedback and create a daily report for internal stakeholders that summarizes the main issues.

Be able to "translate" complex customer issues - from customers and CX agents to tech/product teams and vice versa - so that all parties understand the problem, the solution, and/or what needs to be done.

Connect the dots to identify deeper issues/trends that impact end users and be able to tell the story to internal stakeholders about their importance and business impact.

Continuously write and update macros to ensure that the CX agents have the information they need to deliver high quality service.

Monitor customer communication daily to look for trends and to ensure that agents are handling tickets correctly

Own all communications related to billing or subscriptions issues, including writing and updating macros and FAQs, etc.

Learn new tools and platforms and be able to come up with a clear and organized training plan and process for agents to follow.

Look for ways to optimize CX team performance in two key metrics: speed and quality.

Partner with other teams within NBC News Group to ensure that all Customer Care team members are kept up-to-date on product enhancements, deliverables, and competitive intelligence

Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $80,000-$105,000.

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