Customer Care Specialist (Sn1000320)

Starz Englewood , CO 80110

Posted 3 weeks ago

The Digital Platforms Team:

Word on the street: STARZ is taking you places. Who knew you could get there faster by joining a group of highly efficient, increasingly dynamic, and ever-growing professionals as part of the STARZ Customer Care Team. We're responsible for all aspects of consumer-facing care solutions for STARZ. With a small team and a startup- feel, the breadth of opportunity within this technology organization is vast and continually growing. From browsers and mobile devices, websites and native apps, game consoles, and home media streamers our teams are working on it all. We're committed to staying current, working within modern technologies, and investing in our people through training and team development. If you're a customer service professional that's excited about working in the entertainment industry, evolving customer care, and making a difference to STARZ subscribers, then this is the team for you.

Job Summary:

The Customer Care Specialist will be responsible for providing service and support for STARZ's customers via phone and email, resolving: billing issues, technical problems, general questions, and handling escalations. Successful applicants will be able to manage a large volume of tickets and receive inbound and make outbound, calls to customers to ensure all customers communications are successfully managed. Growth opportunities exist in troubleshooting escalations with the engineering team, expanding care operations to include retention/upsell efforts, and overseeing global tier 1 agents.

Essential Duties and Responsibilities:

  • Manage a large volume of inbound and outbound calls and emails promptly, thoroughly document all customer interactions, identify and raise potential problems to the manager

  • Address billing inquiries, to include; refunds, cancellations, questions, and disputes

  • Provide technical support for the STARZ streaming application on the following platforms: Android, iOS, Roku, Samsung TV, LG TV, web, and Xbox

  • Answer general questions related to STARZ, the linear channels, and On Demand programming

  • Other tasks and duties as assigned

Required Skills

Desired Skills and Experience:

  • Demonstrated experience providing either internal or external service support (help desk, call center, etc.); And/or training; And/or equivalent combination of education and experience

  • Experience with communicating directly to external customers

  • Experience with subscription services, billing, and/or billing systems

  • Experience in Media/Entertainment/Telco/Satellite/Cable customer care

  • Preferred experience supporting streaming applications on any of the following operating systems: Android, iOS, Roku, Tizen OS, web, WebOS, and/or Xbox

  • Strong problem-solving skills

  • Eagerness, the ability to learn, and be trained, on the specifics of the STARZ application and the processes required for the position

  • Bilingual is a large plus (Spanish, Portuguese, German, French)

Travel & Proximity

Requirements:
  • The position is remote friendly.

  • Remote candidates will be expected to be online and available during specific hours.

  • A local candidate would be capable of traveling to the Englewood, Colorado or the Santa Monica, California STARZ offices.

  • Local employees are eligible to participate in our remote working program, working from home up to two days a week.

STARZ (www.starz.com), a Lionsgate company (NYSE: LGF.A, LGF.B), is a leading global media and entertainment company that provides premium subscription video programming on domestic U.S. pay television networks and produces and distributes content for worldwide audiences, including its investment in the STARZ PLAY Arabia OTT service.

STARZ is the ultimate destination for obsessable TV, movies and more. Characters who pull you in and stories that stay with you. From bold Original Series to the best movies, whatever you love, STARZ ignites your passions.

STARZ offers a competitive compensation package and an attractive benefits program to all eligible employees including a variety of healthcare plans, dental and vision insurance, 401k, life/disability insurance. Eligible employees will enjoy paid time off in the form of vacation and company holidays.

STARZ is an Equal Opportunity Employer. This means that all applicants will receive consideration for employment regardless of gender, age, race, national origin, disability, color, religion, sexual orientation, gender identity and/or expression, veteran status, or any other characteristic protected by federal, state or local law. In addition, STARZ will provide reasonable accommodations for qualified individuals with disabilities.


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Customer Care Specialist (Sn1000320)

Starz