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Customer Experience Representative

Company: Viacom Inc.
Location: Burbank
Posted on: September 10, 2019

Job Description:

The Customer Experience department is part of the Viacom Digital organization located in Burbank, CA & NYC. The team is the voice and advocate of the customer. We are continuously improving the customer experience by delivering timely, fun, and friendly service reflective of the Viacom brands while providing actionable feedback to key internal stakeholders. This position will be in Burbank, CA. General Responsibilities:Provides direct support to our customers via phone, email, etc. around billing, technical support, and general product questionsConsistently meets or exceeds our customers’ expectations as reflected in the customer satisfaction scores and meets internal service levels for responsesRegularly update reporting document with app metrics as we as provide a detailed overview of happenings weeklyDraft & amend updates to the knowledge base and scriptsReviews analyze and report out customer feedback across contact channels to stakeholders via email and in meetingsStay regularly informed on the status of their product (i.e. new release, update, FAQs etc.) and ensure the team is also updatedParticipate in team training and professional development opportunitiesAdvocate for customers across all levels in the organization Qualifications:Excellent command of Grammar, Punctuation, and SpellingA calm demeanor and pleasant attitude towards customersHighest ethical standards and integrity4+ years’ experience working in a customer service environment18+ and must pass a stringent background check Required Skills:Ability to work independently, and escalate issues without supervisionThe ability to communicate clearly with both technical and non-technical membersThe ability to translate complex technical issues into consumer-friendly responsesAbility to remain calm and rational in highly stressful, volatile, and visible situationsMust have excellent written and verbal communication skillsIn-depth knowledge of mobile entertainment apps is a plusTeam player who thinks quickly and is capable of creative problem solvingHighly analytical and prepared to investigate and diagnose reported issuesExperience with MS Office software (Outlook, Word, Excel, PowerPoint, OneDrive) Experiencing with Atlassian software (JIRA, Confluence, HipChat)Previous customer service experience a mustReliable and punctualEvenings, weekends, and holidays required – flexible schedule is a must Desired Skills:In-depth knowledge of our brand and productsIn-depth knowledge of mobile games and apps Experience with Stripe or a direct payment systemExperience supporting a live ticketed eventExperience with COPPA, children's privacy, and child safetySpeak, read, and write fluently in Spanish & English

Keywords: Viacom Inc., Burbank , Customer Experience Representative, Other , Burbank, California

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