Temporary Customer Support Representative - Part Time

**Join the UP Entertainment Team and Deliver Exceptional Customer Experiences** Are you passionate about delivering top-notch customer service and making a positive impact on people's lives? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! UP Entertainment is seeking a highly skilled and dedicated Temporary Customer Support Representative to join our team on a part-time basis. As a key member of our customer support function, you will play a vital role in driving customer satisfaction and retention, which is directly tied to our subscription service growth. **About Us** UP Entertainment is the destination for positive and authentic storytelling that resonates with our audience. Our family of networks, including UPtv, UP Faith & Family, and AspireTV, offers a diverse range of uplifting entertainment, family-friendly content, and inspiring programming that appeals to a broad demographic. We're committed to creating a workplace culture that values diversity, inclusivity, and employee well-being. **Essential Duties & Responsibilities** As a Temporary Customer Support Representative, you will be responsible for: * Responding to subscriber questions and concerns in a timely manner to meet or improve upon UP Entertainment's service level goals. * Responding and troubleshooting customer interactions across multiple communication channels and multiple devices. * Ensuring customer interactions consistently reflect UP Entertainment's brand values and communication strategy. * Reviewing reports from daily review sessions to understand trends with overall request volume, concentrations of issues with the platform, and the nature of customer comments on forums, in-app review, and social media. * Using ZenDesk data to monitor and uncover trends in volume, issues, and sentiment to drive process improvement and support management decision making. **Soft Skills (Interpersonal Skills)** To succeed in this role, you will need to possess: * A passion for serving others, great written and customer service skills. * Ability to triage issues and clearly communicate solutions(s) in a concise manner. * Patience, tact, and the ability to adapt communication style to varying customers' personalities and levels of familiarity with SVOD technology. * Ability to perform calmly under pressure and to meet deadlines. * Strong EQ (Emotional Intelligence) with the ability to work cross-functionally with various and diverse teams both internally and externally. * Continuous learning mindset, especially around the key elements of the service including distributors, platforms, and content. **Education/Experience** We're looking for candidates with: * Bachelor's degree in business, communications, or other relevant field, or equivalent years of experience strongly preferred. * 1+ years of previous experience in a customer-facing role, ideally in media, digital MVPD(s) or OTT SVOD service(s), project management, e-commerce, or retail. * Sufficient familiarity with streaming services and technology/apps to be able to assist in troubleshooting. (Issues requiring deep technical understanding will be escalated to a dedicated programming team.) * Experience managing high-volume queues, preferably within a customer service environment. * A strong understanding of the digital streaming space. **Skills** You will need to be proficient in: * Microsoft Office applications, especially Excel. * Experience with Zendesk or other customer support software. * Familiarity with various app platforms such as iOS, Android, Amazon Fire, Xbox, Tizen, Apple TV, and Roku. **Other** We are an Equal Opportunity Employer and are committed to equal-employment principles and compliance with all applicable federal, state, and local equal employment opportunity laws and regulations. We provide reasonable accommodations for applicants and employees with known disabilities, provided that such individuals are qualified to perform the essential functions of the job, with or without accommodation, and provided that any accommodations would not impose an undue hardship on the company or introduce a direct threat to the health and safety of the worksite employee with a disability or others. **What We Offer** As a Temporary Customer Support Representative, you will enjoy: * Competitive hourly rate. * Flexible part-time schedule with fluctuating hours from weekdays to weekends. * Opportunity to work with a dynamic and growing company in the entertainment industry. * Collaborative and inclusive work environment. * Professional development and growth opportunities. **How to Apply** If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, please submit your application and resume online at: https://j.brt.mv/jb.do?reqGK=27728594&refresh=true. For more information, visit www.uptv.com. Apply Job! Apply for this job