Analyst, Social Media Customer Support
Analyst, Social Media Customer Support
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Welcome to Warner Bros. Discovery the stuff dreams are made of.
Who We Are
When we say the stuff dreams are made of were not just referring to the world of wizards dragons and superheroes or even to the wonders of Planet Earth. Behind WBDs 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 whats 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.
Your New Role:
The Customer Support Social Coordinator will be responsible for communicating with digital consumers troubleshooting issues answering general questions and working closely with other team members to ensure the customers inquiries are reported prioritized and resolved. The person 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 and must be familiar with video streaming and digital apps as well as the navigation of connected devices and smart TVs.
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:
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.
Expected Shift: 6a-3p Sat Wed CST
Your Role Accountabilities:
Interact daily with customers via email chat phone app stores social platforms and other forms of communication ensuring the customers inquiry is responded to and resolved within SLA and target goals
Monitor customer complaints on social media and reach out to provide assistance
Communicate courteously and effectively to understand issues from the customers perspective
Ability to meet and exceed key performance and customer service goals such as Customer Satisfaction Average Handle Time and Quality Assurance
Makes every effort to retain our customers business and ensure satisfaction at every step
Keen to solve problems - do a little research to get the whole picture and navigate towards customer-centric solutions within the parameters of established policies
Liaise with other departments to ensure seamless communication and successful resolution of company-wide inquiries issues concerns etc.
Qualifications & Experience:
- Associates degree or equivalent 2-years customer service experience required; 3 years preferred
Knowledge of mobile apps connected devices and digital TV technology
Experience with Zendesk preferred
Strong technical problem-solving and communication skills
The capability of crafting consumer-facing communications in an adept way to resolve issues and maintain consistent brand voice
Strong ability to multitask; complete 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
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 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 youre 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.
Required Experience:
IC
Employment Type
Full-Time
