Associate - Customer Service

Rainbow Media Holdings • New York, NY

205d • $50,000 • Remote

About The Position

AMC Networks is home to many of the greatest stories and characters in TV and film and the premier destination for passionate and engaged fan communities around the world. We create and curate celebrated series and films across distinct brands and make them available to audiences everywhere. Our portfolio includes targeted streaming services AMC+, Acorn TV, Shudder, Sundance Now, ALLBLK and HIDIVE; cable networks AMC, BBC AMERICA, Independent Film Company, Sundance TV and We TV; and film distribution labels Independent Film Company Films and RLJE Films. The company also operates AMC Studios, our in-house studio, production, and distribution operation behind acclaimed and fan-favorite originals including The Walking Dead Universe and the Anne Rice Immortal Universe, and AMC Networks International, our international programming business. We are currently seeking an Associate - Customer Service to join our Streaming Product & Operations team based in our New York, New York headquarters.

Requirements

• Bachelor's degree
• 2-5 years of relevant work experience
• Experience in similar role handling customer inquiries and escalations
• In-depth knowledge of CRM systems, ticketing systems, live chat software, telephony platforms, and other relevant tools
• Strong project management skills with the ability to prioritize tasks and manage deadlines effectively
• Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and stakeholders
• Previous knowledge of Microsoft Office Products
• Understanding of the media or entertainment space and technologies, and common issues or challenges facing customers

Responsibilities

• Monitor and review support interactions between customers and vendor representatives, with a focus on quality and efficiency in line with the company's KPI goals
• Handle escalations promptly and appropriately. Provide guidance if needed
• Review video content as needed and report technical issues to the appropriate channels
• Proactively collaborate with the team on potential improvements to the overall customer support experience
• Deliver exceptional customer service by actively engaging with our vendors and customers; and promoting services within the community
• Drive retention efforts, leveraging current promotions and brainstorming new strategies
• Provide analysis on recurring issues and provide insight on appropriate short- and long-term resolutions
• Help with updates and maintenance of knowledge sources, canned responses and internal systems and tools
• Assist with high level projects such as GDPR, Disputes and QA
• Embody a customer-first mindset and act as a brand ambassador for AMCN SVOD services

Benefits

• Medical, Dental, Vision, Prescription Drug Coverage
• 401k Plan
• Wellness Program
• Life Insurance
• Tuition Reimbursement
• Paid Time Off
• Paid Parental Leave
• Adoption Services

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Broadcasting and Content Providers
• Education Level: Bachelor's degree