Customer Coach

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('Versant') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.

SPORTS NEXT 

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 Sports and home to leading technology platforms and digital applications for Youth & Recreational Sports; Golf; and Emerging Media.   

At 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, the largest youth sports club, league and team management platform; SportsEngine Play, the first ever streaming service for youth and amateur sports, GolfNow, the leading online tee time marketplace and provider of golf course operations technology; and GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, instructional content and more.   

FANDANGO 

Over the past twenty years, Fandango has built a network of direct-to-consumer digital brands, where 50 million+ fans unite to celebrate their love for movies, TV and streaming.  We take pride in serving fans throughout their entertainment journey from content discovery to theatrical moviegoing to watching at home. Our portfolio includes leading online movie ticketer, Fandango, which tickets for more than 31,000 U.S. movie screens; world-renowned entertainment review site, Rotten Tomatoes; and Fandango at Home (previously known as Vudu), the on-demand streaming service offering the industry’s best selection of 4K UHD titles and more than 250,000 new release and catalogue movies and next day TV shows.  

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

The Customer Coach will respond to inbound customer inquiries, issues and requests via email, phone, and online chat by being yourself and using your newfound knowledge. Follow through with technical issues brought to our attention by customers. You will be the voice of the customer while you track down and determine the root cause of issues, while also correctly logging any issues that need the attention of our Development Team. Some evenings and weekends may be required.

Job Duties

• Become a subject matter expert within our tools and platforms to best serve our customers
• Respond to inbound customer inquiries, issues and requests via email, phone, and online chat with empathy and understanding.
• Follow through with technical issues brought to our attention by customers by being the voice of the customer
• Investigate and determine the root cause of technical issues
• Achieve KPIs as assigned 
• Correctly log and document any issues that need the attention of our Development Team
• Other duties as assigned

Basic Requirements

• 2+ years of customer service experience
• Proven ability to communicate (spoken and written) effectively with a vast variety of customers
• Demonstrated problem-solving skills, ability to think on your feet, and take initiative
• Demonstrate a sense of urgency and ownership thinking
• Demonstrate strong organizational, time management, and prioritization skills

Desired Qualifications

• Previous experience in the technology industry, desired
• Technical aptitude and an ability to learn new technologies
• An intrinsic need/desire to help people
• Able to communicate with customers in Spanish, a plus
• A love of sports is a plus!

Additional Job Requirements

• Hybrid: This position has been designated as hybrid, generally contributing from the office, a minimum of three days per week.
• Willingness to work a flexible schedule, overtime, and on weekends.
• Operating hours range from 9 am - 8 pm, and open availability is required.
• Must be willing to work in the 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. 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.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].

Although you'll be hired as an NBCU employee, your employment and the responsibilities associated with this job likely will transition to Versant in the future. By joining at this pivotal time, you'll be a part of this exciting company as it takes shape.