Customer Support Representative

Job Title

Customer Service Representative

Customer Service Manager

Atlanta - Hybrid

Exempt

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The Customer Experience Representative is responsible for providing customer support for the UP Entertainment Streaming and Linear Services - ensuring customers receive an UPLIFTING and best in class customer experience. This role is key to driving customer satisfaction and retention, which is tied directly to UP’s subscription service growth. The customer experience function for this role is primarily ticket based with an emphasis on written responses to meet or exceed department service level goals.

In addition, this role will be relied upon for troubleshooting technology issues, contributing to the identification of trends with customer issues, and identifying opportunities to improve the customer experience.

At UP Entertainment, we believe that quality entertainment, with uplifting and inspiring stories, has the power to positively impact hearts and change our world. Our core purpose is to UPlift Someone. UP Entertainment, celebrating its 20th anniversary this October, is the destination for uplifting entertainment for passionate and diverse audiences across the leading cable, satellite and streaming platforms. Brands include UP Faith & Family, UPtv, aspire

TV, aspire

TV+, Gaither

TV+ and Cine Romántico. UP Entertainment’s award-winning pro-social initiative, “UPlift Someone,” has inspired over 200 million people to uplift others through its social videos.

UP Entertainment’s core values are:
Be Uplifting, Be Your Best, and Be a Buffalo.

Be Uplifting
:
We aim to uplift and inspire, making someone’s day and their life better by serving them well. We share knowledge and information and are committed to developing ourselves and others. We team up across boundaries and differences to win. At UP, success is shared.

Be Your Best
:
Our employees are our greatest assets. Our differences, experiences and passions are respected, celebrated and supported at UP because we are most productive as our authentic selves. We always give our absolute best and pursue excellence by designing and planning for the results we want and deliver them.

Be a Buffalo
:
Like buffalo, we run unified toward challenges and face them with determination and strength. Our industry is unpredictable and so are we. We work hard and are most resourceful and innovative when pressure is applied. We are confident and courageous, resolute, and strong. At UP, we welcome disruption.

You possess a strong passion for helping others and excel in written, verbal, and customer communication. You are skilled in triaging issues and communicating clear solutions, demonstrating patience and adaptability in your communication style to different customer personalities and have familiarity with SVOD technology. You can maintain composure under pressure while meeting deadlines and have strong emotional intelligence, enabling effective collaboration with various internal and external teams.

• Respond to subscriber questions and concerns in a timely manner to meet or improve upon UP Entertainment’s service level goals.
• Respond and troubleshoot customer interactions across multiple communication channels and multiple devices.
• Ensure that customer interactions consistently reflect UP Entertainment’s brand values and communication strategy.
• Monitors satisfaction (internal and external). Establish relationships with customers. Visible and accessible to customers.

• Use Zen Desk data to monitor and uncover trends in volume, issues, and sentiment to drive process improvement and support management decision making.
• Monitor and QA customer experience across multiple platforms including web, Roku, Apple TV, Fire TV, and mobile applications to ensure consistent…