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Associate, Customer Service
5 months ago
**Associate, Customer Service**
****Job Description****
**summary:**
The primary responsibility of this role is to provide support for our SVODs and associated brands. The majority of this role is to provide service to customer inquiries to determine the root cause for recurring issues and providing analysis and suggestions to improve the Customer Service experience.
In addition, this person serves as a key member of the Woodland Hills team. Ideally candidate is a self-starter and able to handle all types of customer services issues for Acorn TV, Shudder, Sundance Now, ALLBLK and AMC+. Expectation is 100 customer tickets per day are answered,
**Job Description:**
Respond to customer inquiries via email and phone calls. Provide troubleshooting steps to resolve issues currently affecting customers. Provide insight as to any issues that are not isolated to single customers and are affecting our subscribers on a macro level.
**Job Requirements**
+ Experience with MS Office (Excel, Access, Outlook, Word)
+ Experience with Internet environment troubleshooting
+ Understanding of standard billing practices and how to interpret billing cycles
+ Must be able to type 45 wpm
+ Familiar with Trouble Ticket System (Freshdesk)
+ Familiar with Mobile device and streaming device environmentsCustomer Service Associate Job Responsibilities:
Maintains customer relationship by responding to inquiries, documenting actions.
Customer Service Associate Job Duties:
+ Prepares for customer inquiries by studying products, services, and customer service processes.
+ Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.
+ Records customer inquiries by documenting inquiry and response in customers' accounts.
+ Improves quality service by recommending improved processes, identifying new product and service applications.
+ Updates job knowledge by participating in educational opportunities.
+ Accomplishes customer service and organization mission by completing related results as needed.
+ Support tertiary groups with relevant information
+ Provide analysis on recurring issues, and provide input on appropriate short- and long-term resolutionCustomer Service Associate Skills and Qualifications:
Product Knowledge, Informing Others, Data Entry Skills, Organization, Analyzing Information, Verbal Communication, Reporting Skills, Managing Processes, Customer Focus, General Consulting Skills, Multi-tasking
*The Company is committed to policy of nondiscrimination in its employment and personnel practices. Applicants are considered for all employment without regard to race, color, religious creed, religion, alienage, citizenship, gender, gender identity, national origin, ancestry, genetic predisposition or carrier status, age, marital status, familial status, military or veteran status, status as a victim of domestic violence, stalking or sexual assault, sexual orientation, disability or any other characteristic protected by federal, state or local law.*
