Customer Support Representative

Job Title: Customer Service Representative

Reports to: Customer Service Manager

Location: Atlanta - Hybrid

FLSA Status: Exempt

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SUMMARY:

The Customer Experience Representative is responsible for providing customer support for the UP Entertainment Streaming and Linear Services - ensuring customers receive an UPLIFTING and best in class customer experience. This role is key to driving customer satisfaction and retention, which is tied directly to UP’s subscription service growth. The customer experience function for this role is primarily ticket based with an emphasis on written responses to meet or exceed department service level goals. In addition, this role will be relied upon for troubleshooting technology issues, contributing to the identification of trends with customer issues, and identifying opportunities to improve the customer experience.

WHO WE ARE

At UP Entertainment, we believe that quality entertainment, with uplifting and inspiring stories, has the power to positively impact hearts and change our world. Our core purpose is to UPlift Someone. UP Entertainment is the destination for uplifting entertainment for passionate and diverse audiences across the leading cable, satellite and streaming platforms. Brands include UP Faith & Family, UPtv, aspireTV, aspireTV+, GaitherTV+ and Cine Romántico. UP Entertainment’s award-winning pro-social initiative, “UPlift Someone,” has inspired over 200 million people to uplift others through its social videos.

UP Entertainment’s core values are: Be Uplifting, Be Your Best, and Be a Buffalo.

Be Uplifting

We aim to uplift and inspire, making someone’s day and their life better by serving them well. We share knowledge and information and are committed to developing ourselves and others. We team up across boundaries and differences to win. At UP, success is shared.

Be Your Best

Our employees are our greatest assets. Our differences, experiences and passions are respected, celebrated and supported at UP because we are most productive as our authentic selves. We always give our absolute best and pursue excellence by designing and planning for the results we want and deliver them.

Be a Buffalo

Like buffalo, we run unified toward challenges and face them with determination and strength. Our industry is unpredictable and so are we. We work hard and are most resourceful and innovative when pressure is applied. We are confident and courageous, resolute, and strong. At UP, we welcome disruption.

WHO YOU ARE

You possess a strong passion for helping others and excel in written, verbal, and customer communication. You are skilled in triaging issues and communicating clear solutions, demonstrating patience and adaptability in your communication style to different customer personalities and have familiarity with SVOD technology. You can maintain composure under pressure while meeting deadlines and have strong emotional intelligence, enabling effective collaboration with various internal and external teams.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Customer Focus

· Respond to subscriber questions and concerns in a timely manner to meet or improve upon UP Entertainment’s service level goals.

· Respond and troubleshoot customer interactions across multiple communication channels and multiple devices.

· Ensure that customer interactions consistently reflect UP Entertainment’s brand values and communication strategy.

· Monitors satisfaction (internal and external). Establish relationships with customers. Visible and accessible to customers.

Technical Skills

· Use ZenDesk data to monitor and uncover trends in volume, issues, and sentiment to drive process improvement and support management decision making.

· Monitor and QA customer experience across multiple platforms including web, Roku, Apple TV, Fire TV, and mobile applications to ensure consistent performance and a seamless user experience.

· Provide multi-channel customer support, including responding to customer inquiries through email, ZenDesk Live Chat, and ZenDesk Talk (phone support), ensuring timely and accurate resolutions.

Strategy and Vision

· Participate in daily review sessions to discuss trends with overall request volume, concentrations of issues with the platform, and the nature of customer comments on forums, in-app review, and social media.

· Collaborate in developing customer support resources, such as writing and maintaining ZenDesk macros, as well as creating and updating knowledge base articles to enhance self-service options for customers.

SKILLS

• Oral & Written Communications: Exceptional, written, and oral communication skills. Communicates well one on one, in small groups and larger presentations, including external public speaking. Writes clear, precise, well-organized documents using appropriate vocabulary, grammar, and wording
• Teamwork: Ability to work independently and collaboratively as a team; experience working with cross-functional teams
• Problem Solving and Analysis: Identifies significant problems and opportunities. Analyzes problems in depth and achieves effective resolution. Determines root causes for issues and solves for them, striving for continuous improvement.
• Judgement and Decision Making: Consistent logic, rationality, and objectivity in decision-making. Neither indecisive nor hip-shooter. Generates sensible, realistic, practical solutions to problems. Exhibits a high level of integrity, earning trust of coworkers and putting organization and team above self-interests.
• Continuous Learning: Seeks feedback to improve performance and strives continuously build; Especially around the key elements of the service including distributors, platforms, and content.

TECHNICAL SKILLS

To perform this job successfully, an individual must be proficient with Microsoft Outlook, Word, Excel and have worked with Zendesk or other customer support software. Experience with business intelligence tools such as Looker, Tableau, and other marketing technology platforms is a plus. The ideal candidate will have experience with various (although not necessarily all) app platforms such as iOS, Android, Amazon Fire, Xbox, Tizen, Apple TV, and Roku.

EDUCATION/EXPERIENCE:

• High school diploma or equivilant
• 2-4 years of previous experience in a customer facing role, ideally in media, digital MVPD(s) or OTT SVOD service(s), project management, e-commerce or retail.
• Sufficient familiarity with streaming services and technology/apps to be able to assist in troubleshooting. (Issues requiring deep technical understanding will be escalated to a dedicated programming team.)
• Experience managing high volume queues, preferably within a customer service environment,

CERTIFICATIONS

This job currently has no certification requirements.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

We are an Equal Opportunity Employer. We are committed to equal-employment principles and comply with all applicable federal, state, and local equal employment opportunity laws and regulations. The terms and conditions of the application process and employment relationship are to be non-discriminatory—without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical condition related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, military status, sexual orientation or any other protected category or class that may be applicable to you in the jurisdiction where you are employed. UP Entertainment. Moreover, in accordance with federal and applicable state and local law, we provide reasonable accommodations for applicants and employees’ sincerely held religious beliefs, practices, or observances conflict with work requirements and for applicants and employees with known disabilities provided that such individuals are qualified to perform the essential functions of the job, with or without accommodation, and provided that any accommodations would not impose an undue hardship on the company or introduce a direct threat to the health and safety of the worksite employee with a disability or others. Any applicant or employee who requires a reasonable accommodation during the application process or to perform the essential functions of the job should contact a company manager, a company officer or Insperity to request such an accommodation.

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