Welcome to Warner Bros. Discovery... the stuff dreams are made of.
Who We Are...
When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next...
From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.
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Your New Role:
The Customer Support Coordinator will communicate with consumers quickly and efficiently, troubleshoot issues and escalate when necessary, and collaborate with other team members to ensure errors and issues are reported and prioritized. They must have impeccable interpersonal, customer service, and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time. The coordinator will support omnichannel communication including phone calls, emails, chat interactions, and social media messages. They must be a quick learner with a strong ability to multitask and have familiarity with video streaming and digital apps, as well as the associated technology and operating systems.
Language Requirement:
- The ability to speak, read, and write fluently in English
- The ability to speak, read, and write fluently in Spanish is a plus
Work Schedule:
- Expected Shift: Sat - Wed, 6a-3p CST
Note: A flexible schedule is needed to occasionally accommodate business needs and support events occurring outside of your regular schedule. We have monthly in-person events and trainings that will require in-person attendance at least twice a month.
Your Role Accountabilities:
- Interact daily with customers ensuring the customer's inquiry is responded to and resolved within SLA and target goals
- Communicate courteously and effectively, demonstrating soft skills to empathize with customer's concern or comment
- Deliver world-class, proactive customer service to internal and external stakeholders
- Use advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms
- Meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, and Quality Assurance
Qualifications & Experiences:
- Associate degree or equivalent 2-years customer service experience
- Knowledge of mobile apps, connected devices, and digital TV technology
- Demonstrated professional customer service skills: solutions mindset, helping to nurture a passion for customer service
- Experience with Zendesk preferred
- Proficiency with Office Suite and demonstrated competency in learning new software
- Strong technical skills and ability to type at least 45 words per minute
- Ability to craft consumer-facing communications in an adept way to maintain consistent branded voice
- Ability to multitask by troubleshooting steps while maintaining customer and internal team communication
- Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
- Strong analytical and critical thinking skills
- Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
- Ability to adjust priorities and manage time wisely in a fast-paced environment
- Commitment to teamwork through relationship-building, reliability, trust, and collaboration
- Must have the legal right to work in the U.S.
How We Get Things Done...
This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.
Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, union status, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.