Executive Customer Care Advocate - job 2 of 3

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.

As a company uniquely positioned to educate, entertain, and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity, and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests, and the communities in which we live. We strive to foster a diverse, equitable, and inclusive culture where our employees feel supported, embraced, and heard. Together, we'll continue to create and deliver content that reflects the current and ever-changing face of the world.

At Peacock, we know life is complicated but believe entertainment shouldn’t be. We envision a more human streaming experience that embraces the entertainment you love. Backed by 100+ years of NBCUniversal legacy, we know how to entertain. We combine this legacy with an insatiable itch for innovation, embracing the data and technologies that challenge the status quo. Our team is never done obsessing over how best to deliver excellence across television, film, sports, news, and more.  

This ambition is a group effort. As challengers at heart, our secret weapon is our talented team of big thinkers, data-driven drivers of growth and innovation. We start by putting people first, embracing empathy and compassion to create a more dynamic, more fulfilling workplace and a better, more enjoyable product. As a company, we embrace the power of transparency and inclusion. We know the best idea can come from anywhere, so we’re committed to creating an organization where we act as one and put ego aside. We are determined to forge the next frontier of streaming through trust, teamwork, and talent.

We are seeking an experienced Customer Service professional for the position of Executive Customer Care Advocate for Peacock. Working with the Customer Care team in New York and across NBC Universal, and reporting to the Manager of Customer Care, this individual will collaborate cross-functionally with the broader NBC Universal team. The ideal candidate will have several years of experience in comparable positions supporting Customer Care for similar organizations in the Direct to Consumer market handling Level 3 advanced technical, billing and product inquiries.

Basic Qualifications: 

• 3+ years Customer Service Experience
• 1+ years Management Experience
• Experience handling Escalated customer concerns via email and phone, as well as BBB and SAG complaints.
• World Class Customer Service Skills
• Exemplary Written and Verbal Communication
• Experience in Multi Site or Remote Customer Service organizations.
• Must be able to work varied shifts including Nights, Weekends and some Holidays.
• Limited Travel required potentially

Desired Qualifications:

• Ability to thrive in a fast paced and changing environment
• Ability to provide Coaching and Feedback in a constructive fashion
• Ability to work unconventional hours including holidays, nights, and weekends
• Ability to create strong relationships at multiple levels, internally and externally
• Ability to problem-solve and negotiate/mediate resolutions that meet customer and NBCU standards
• Strong attention to detail
• Competitive and resourceful. Will roll up their sleeves and lead by example
• Excellent people management skills, including the ability to influence a wide range of audiences

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: $45,000 - $52,000

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].