Customer Coach

Company Description

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.

Here you can be your authentic self. 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.

NBC Sports Next is where sports and technology intersect. We’re a subdivision of NBC Sports and home to all NBCUniversal digital applications in sports and technology within our two groups: Youth & Recreational Sports and Golf.   

 At NBC Sports Next, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. We equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips; TeamUnify, swim team management services; and SportsEngine Motion, sports and fitness business software solutions.   

At NBC Sports Next, we’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology that provides the ultimate in immersive experiences.   

NBC Sports Next includes two groups. This role is part of our Youth & Recreational Sports group.  

Youth & Recreational Sports is comprised of technology platforms, such as SportsEngine, SportsEngine Motion, TourneyMachine, and TeamUnify that enable athletes, parents, coaches and team administrators in the youth and recreational space to manage their organizations, collect payments, share schedules, find programs to participate in and connect with other families. Additionally, NCSI enables leagues and organizations to properly screen and train coaches in an effort to keep kids safe. 

Come join us as we work together as one team to innovate and deliver what’s Next.   

Job Description

You will respond to inbound customer inquiries, issues and requests via email, phone, and online chat by being yourself and using your newfound knowledge. Follow through with technical issues brought to our attention by customers. You will be the voice of the customer while you track down and determine the root cause of issues, while also correctly logging any issues that need the attention of our Development Team. Some evenings and weekends may be required.

Job Duties

• Become a subject matter expert within our tools and platforms to best serve our customers
• Respond to inbound customer inquiries, issues and requests via email, phone, and online chat with empathy and understanding.
• Follow through with technical issues brought to our attention by customers by being the voice of the customer
• Investigate and determine the root cause of technical issues
• Achieve KPIs as assigned 
• Correctly log and document any issues that need the attention of our Development Team
• Other duties as assigned

Qualifications

Basic Requirements

• 2+ years of customer service experience
• Proven ability to communicate (spoken and written) effectively with a vast variety of customers
• Demonstrated p