24 days old

Specialist - Fan Relations

Discovery Communications
Knoxville, TN 37902
  • Job Code
    115682808
Discovery Communications


Specialist - Fan Relations

US-TN-Knoxville

Job ID: 25098
Type: Company Employee Full-Time
# of Openings: 1
Category: Programming & Production
Discovery

Overview

The Team
Discovery, Inc. is looking for a dynamic and entrepreneurial individual to join our team. Fan Relations is a customer support function under Corporate Communications and assists all of Discovery’s U.S. networks including Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery and Animal Planet. From linear pilots to sweepstakes launches, website redesigns, corporate and legal escalations, advertising inquiries and our many digital offerings, Fan Relations constantly provides top-level customer service to consumers, internal clients, and business partners.

The Company
Discovery brands continue to grow globally and across platforms, and Fan Relations is building media strategies and systems that meet world-class standards for which Discovery is known.

The Role
Reporting to the Director of Fan Relations, the Fan Relations Specialist will be a liaison between the linear TV partners and Fan Relations. He or she will act as intermediary between internal and external stakeholders, ensuring proper standards and outputs are met. (S)he will also be responsible for establishing and implementing requirements within the team and neighboring departments. This person will be responsible for brand identity, consistency, sharing project updates, training and coaching, and performance reporting.



Responsibilities

1. Create and maintain strong working relationships with internal divisions and external groups
2. Oversee project timetables with direct hands-on management of meetings, development of reports and presentations, follow-up, and action assignments
3. Liaise with clients and business partners to define workflows and requirements
4. Be accountable for fulfilling service-level agreements
5. Craft and establish statements of procedure to ensure that procedures are followed and client needs are met
6. Provide technical and procedural guidance based on established practices
7. Deliver world-class, proactive customer service to internal and external stakeholders
8. Assist with employee training in the operation of equipment and in established processes
9. Monitor customer service incidents with tentpoles and sweepstakes, answering within two business days and generating custom reports for stakeholders in order to troubleshoot and report issues to the Digital team
10. Keep up to speed with industry trends in order to effectively perform job duties and responsibilities



Qualifications

* Minimum 5 years customer service experience
* Thorough knowledge of Discovery brands and their respective websites
* Extensive knowledge of online browsing tools and various add-on extensions
* Ability to adjust priorities and manage time wisely in a fast-paced manner
* Strong organizational, analytical, and problem-solving skills
* Ability to embrace a constantly changing environment
* Experience with CRMs such as Oracle Service Cloud and Zendesk is preferred
* Exceptional communication, presentation, and organization skills
* Proficiency with Office Suite and demonstrated competency in learning new software
* Must have the legal right to work in the U.S.

Knoxville, Tennessee, KX, TN

Discovery Communications, Inc. is an equal opportunity employer. Discovery is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information.

EEO is the Law

Pay Transparency Policy Statement

If you are an individual with a disability and need an accommodation during the application process, please send an email request to HR@discovery.com.

PI115682808

<b>Discovery Communications</b><br/><br/><br/><b>Specialist - Fan Relations</b><br/><br/>US-TN-Knoxville<br/><br/><b>Job ID:</b> 25098<br/><b>Type:</b> Company Employee Full-Time<br/><b># of Openings:</b> 1<br/><b>Category:</b> Programming & Production<br/>Discovery<br/><br/><b>Overview</b><br/><br/><p style="margin: 0px;"><strong>The Team</strong><br />Discovery, Inc. is looking for a dynamic and entrepreneurial individual to join our team. Fan Relations is a customer support function under Corporate Communications and assists all of Discoverys U.S. networks including Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery and Animal Planet. From linear pilots to sweepstakes launches, website redesigns, corporate and legal escalations, advertising inquiries and our many digital offerings, Fan Relations constantly provides top-level customer service to consumers, internal clients, and business partners.</p><p style="margin: 0px;"> </p><p style="margin: 0px;"><strong>The Company</strong><br />Discovery brands continue to grow globally and across platforms, and Fan Relations is building media strategies and systems that meet world-class standards for which Discovery is known.</p><p style="margin: 0px;"> </p><p style="margin: 0px;"><strong>The Role</strong><br />Reporting to the Director of Fan Relations, the Fan Relations Specialist will be a liaison between the linear TV partners and Fan Relations. He or she will act as intermediary between internal and external stakeholders, ensuring proper standards and outputs are met. (S)he will also be responsible for establishing and implementing requirements within the team and neighboring departments. This person will be responsible for brand identity, consistency, sharing project updates, training and coaching, and performance reporting. </p><br/><br/><b>Responsibilities</b><br/><br/><p style="margin: 0px;">1. Create and maintain strong working relationships with internal divisions and external groups<br />2. Oversee project timetables with direct hands-on management of meetings, development of reports and presentations, follow-up, and action assignments<br />3. Liaise with clients and business partners to define workflows and requirements<br />4. Be accountable for fulfilling service-level agreements <br />5. Craft and establish statements of procedure to ensure that procedures are followed and client needs are met<br />6. Provide technical and procedural guidance based on established practices<br />7. Deliver world-class, proactive customer service to internal and external stakeholders<br />8. Assist with employee training in the operation of equipment and in established processes<br />9. Monitor customer service incidents with tentpoles and sweepstakes, answering within two business days and generating custom reports for stakeholders in order to troubleshoot and report issues to the Digital team<br />10. Keep up to speed with industry trends in order to effectively perform job duties and responsibilities</p><br/><br/><b>Qualifications</b><br/><br/><p style="margin: 0px;">* Minimum 5 years customer service experience<br />* Thorough knowledge of Discovery brands and their respective websites<br />* Extensive knowledge of online browsing tools and various add-on extensions<br />* Ability to adjust priorities and manage time wisely in a fast-paced manner<br />* Strong organizational, analytical, and problem-solving skills<br />* Ability to embrace a constantly changing environment<br />* Experience with CRMs such as Oracle Service Cloud and Zendesk is preferred<br />* Exceptional communication, presentation, and organization skills<br />* Proficiency with Office Suite and demonstrated competency in learning new software <br />* Must have the legal right to work in the U.S.</p><p style="margin: 0px;"><span style="color: #ffffff;">Knoxville, Tennessee, KX, TN</span></p>Discovery Communications, Inc. is an equal opportunity employer. Discovery is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information. <br><br> <a href="https://discovery.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=581131&hashed=1619517695">EEO is the Law</a> <br><br> <a href="https://discovery.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=588767&hashed=2014725565">Pay Transparency Policy Statement</a><br><br> If you are an individual with a disability and need an accommodation during the application process, please send an email request to HR@discovery.com. <img src="https://analytics.click2apply.net/v/dapb1McYaOWmCJzgiLWGB"> <p>PI115682808</p>

Categories

Posted: 2019-11-21 Expires: 2019-12-22

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Specialist - Fan Relations

Discovery Communications
Knoxville, TN 37902

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast