25 days old

Team Lead, Magnolia Guest Services

Discovery Inc
Knoxville, TN 37902
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  • Job Code
    146112782
Discovery Inc

Location: Knoxville, Tennessee, United States,
Req ID: 27024

Overview

The Team

Discovery, Inc. is looking for an efficient communicator and problem-solver to join our Fan Relations team supporting Magnolia Guest Services. Fan Relations is a customer support function under Corporate Communications and assists every department and all of Discoverys U.S. networks including Magnolia, Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery and Animal Planet to name a few. From digital products across multiple platforms to linear pilots, sweepstakes launches, website redesigns, corporate and legal escalations, Fan Relations constantly provides top-level customer service to consumers, internal clients, and business partners. We are seeking an adept storyteller and skilled strategist to join our team as a virtual leader in all aspects as we assist fans with our apps as well as linear and digital content.

The Company

Discovery brands continue to grow globally and across platforms, and Fan Relations is building media strategies and systems that meet world-class standards for which Discovery is known. Our company is evolving as we expand from a traditional linear pay TV business towards a convergent media and entertainment business that encompasses digital and mobile.

The Role

The Team Lead will be responsible for resolving escalated interactions with our Magnolia Guests, ecommerce customers, digital consumers, troubleshooting issues, researching trends, and working closely with other team members to ensure errors are reported, prioritized, and resolved. The Team Lead will also be responsible for first level coaching and support of our front-line team members. He or she must have strong 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. Must be a quick learner and nimble with a strong ability to multitask. This position will be based in Knoxville, TN or Waco, TX and report to the Supervisor of Magnolia Guest Services.

Responsibilities

Interact daily with customers via email, chat, app stores, social platforms, and other forms of communication ensuring the customers inquiry is responded to and resolved within SLA and target goals

Act as team lead to escalate high-priority issues to internal business partners

Act as POC for team members and internal stake holders during hours and times when the Supervisor or Manager is not scheduled

Deliver world-class, proactive customer service to internal and external stakeholders

Showcase advanced analytical skills to identify, gather, and organize information

Participate in and facilitate special projects as required

Attend assigned taskforce meetings and report status updates to leadership

Generate strategies for identifying trends and process improvement

Identify and champion strategic cross-platform ideas on a proactive basis and in response to guest requests

Be accountable for service-level agreements

Assist with employee training in the operation of equipment and in established processes

Qualifications

Bachelors degree or equivalent customer service leadership experience

Knowledge of Magnolia content including retail products, network offerings, and app related content

Experience with Zendesk is preferred

Proficiency with Office/Google Suite and demonstrated competency in learning new software Strong technical skills and ability to type at least 45 words per minute

Capability of crafting consumer-facing communications in an adept way to resolve issues and maintain consistent branded voice

Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable





PI146112782

Posted: 2021-09-03 Expires: 2021-10-05

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Team Lead, Magnolia Guest Services

Discovery Inc
Knoxville, TN 37902

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