Job Details
**Customer Care Coordinator**
at MotorTrend Group El Segundo, CA Machines that Move Us.
People who Inspire Us.
Stories that Drive Us.
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**MotorTrend Group will never ask for sensitive personal information or fees as part of your application process**
We are MotorTrend.
With a monthly reach of more than 131 million, MTG is the largest automotive media company in the world. With franchises including *MotorTrend, Hot Rod, Roadkill, Faster with Finnegan, Top Gear America, Motor MythBusters, Kevin Harts Muscle Car Crew,* and dozens of other world-class brands, we are reimagining storytelling around mobility. Our portfolio brings together Discoverys #1 TV network for automotive super fans, with our vast automotive digital platform that includes direct-to-consumer products, websites, apps, connected TVs, social, and live events.
***Our People***
The people who work at MotorTrend embody the passion of our content, and wake up every day intent on embracing, entertaining, and empowering the motoring world.
***The Role***
The **Customer Care Coordinator** (full-time, hourly, regular) will report to the Sr. Manager for Customer Care and will be the first point of contact for Customer Care. Essential duties and responsibilities include but not limited to:
* Receive, evaluate, and promptly reply to Customers through direct customer tickets as well as app reviews and survey feedback
* Perform information gathering and troubleshooting to resolve issues, which includes where possible testing issues and research into possible customer fixes
* Compiling a clear issue description if it requires escalating to an internal Subject Matter Expert
* Compile actionable customer insight to share with management as well as web and app development teams
* Review and maintain automated responses and templates used by frontline agents
* Investigate and resolve customer payment disputes
* Review and maintain transactional email templates and triggers
* Edit and revise online FAQs for customers as well as internal agent only documents
* Establish deep partnerships and cross-functional relationships with key internal stakeholders from departments including Marketing, Finance, Product, Content, Technology, and Social Media
* Collaborate with Customer Care management to review key metrics and develop plans to address problem areas
* Identify trends in customer issues and create recommended corrective actions, especially for issues affecting churn and subscriber acquisition
**Supervisory Responsibility:**
* This position will not include supervising one or more employees where applicable.
**Education/Experience:**
* 1-year prior experience in Customer Care
* Digital Customer Care experience is preferred, but not necessary
**Knowledge, Skills, & Abilities:**
* Strong written and verbal English communication skills
* Ability to adjust communications based on the target (digital novice, digital expert, internal partner, management)
* Ability to carry out instructions quickly and accurately
* Excellent interpersonal skills to work in a team environment
* Conflict resolution to de-escalate situations
* Thick skin to not get offended or take personally customer communications
* Ability to work efficiently with minimal supervision
* Excellent attention to detail
* Experience with streaming services on a computer, mobile device, and TV-connected devices
* Capable of providing extended hours of support as required
**Physical Requirements:**
* The ability to sit for prolonged period of time and view computer screen.
**Equipment/Software Used:**
* Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
* Google Suite
* Web browsers (Chrome, Firefox, Safari)
* Mobile devices (Android mobile and Apple mobile)
* Connected TV devices including but not limited to: Roku, Fire TV, Apple TV, Android TV, Xbox, Chromecast, Airplay, Cable Set-Top Boxes, and Smart TVs
**Work Environment:**
* Work is performed in an office environment that is well lit and ventilated.
NOTE: This position description reflects managements assignment of essential functions; it does not prescribe or restrict any other tasks that may be assigned.
*Unscrupulous individuals sometimes pose as MotorTrend Group recruiters and mislead jobseekers into providing sensitive personal information (such as social security numbers) or paying fees as a condition of submitting an application to MotorTrend Group or obtaining a job at MotorTrend Group. These individuals or entities posing as recruiters are not affiliated with MotorTrend Group and do not act on behalf of MotorTrend Group. Always utilize the MotorTrend Group Careers page to find available openings and whenever submitting a job application to MotorTrend Group, and know that MotorTrend Group will never ask for sensitive personal information or fees as part of your application.*
**Voluntary Self-Identification**
For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
As set forth in MotorTrend Groups Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
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A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
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**Voluntary Self-Identification of Disability**
We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.
Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your