Member Care Supervisor

Posted: 10/26/2019

Location: Orlando, Florida
Function: Sales & Business Development
Specialty: Business Development, Sales
Level: Manager (Supervisor)
Duration: Full Time
Salary Description: competitive

As a Member Care Supervisor, you will lead a team of energetic and passionate individuals to deliver extraordinary service to every member they touch. You will be integral in creating a culture of growth and engagement, providing feedback and instruction, and helping guide our staff in career management and ensuring excellence in our workflow processes. If you have a desire to lead, coach and develop others while maintaining a high energy, fast pace culture, this is the job for you!

Job Duties
  • Provide direction to a large team of vibrant specialists that leads to unparalleled, personalized golfer care through all possible channels (phone, email, web, mobile, social).
  • Enthusiastic and willing to be proactive, think on your feet, and solve problems efficiently and effectively.
  • Create clear and concise expectations, engage in performance management, and deliver accountability with honest feedback to the team.
  • Understand and know all Member Care Team policies to ensure specialists are handling all situations in the appropriate manner. Serve as a resident expert for escalated member concerns.
  • Responsible for assessing Specialist’s KPIs and identifying areas of improvement and efficiencies and establishing goals/completion milestones.
  • Facilitate team and one-on-one meetings to engage specialists in transparent communication, and active career and the personal development of our next leaders.
  • Identify and create new policies and procedures to ensure and improve workflow efficiencies.
  • Oversee and own a variety of projects related to call center management, including implementations.
  • Collaborate with a multitude of internal teams from Managers to Trainers, to communicate areas of improvement for the department.
  • Passionate about understanding our Members’ needs and transforming that insight into an unparalleled experience.

  • Basic Qualifications
  • Bachelor’s degree in a related field preferred, or at least two years customer service experience within a technology company or call center environment.

    Additional Job Requirements
  • Interested candidate must submit a resume/CV through to be considered
  • Must be willing to work in Orlando, Florida
  • Willingness to work overtime, and on weekends with short notice

    Desired Qualifications
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Experience in Salesforce or other CRM systems.
  • Experience in VoIP call center software.
  • Familiar with Metrics/KPI reporting utilizing a variety of software.
  • Experience in working with and/or managing a team, directly or indirectly.

    At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely NBCU. Here you can create the extraordinary. Join us.

    We are a fast growing team of vibrant and passionate people focused on creating raving fans of GolfNow and NBC Sports. By solving problems and uniting sports fans with their passion, our team is redefining Member Care on a grand scale. Think you have what it takes to create GolfNow raving fans and change the world? Are you a sport fanatic? If you answered ‘yes’, then we have the perfect culture for you. With over 3 million unique golfers booking through GolfNow every year and 400K NBC Sports subscribers, our Member Care Team is the face of our company to our fellow sports fans all over the world.

    NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

  • We are one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news and information to a global audience.

    Work With Us