Viacom Careers

Coordinator, Viewer Services

The Coordinator will oversee audience outreach via telephone, email, and US Mail as well as viewer inquiries that come via social media.? Outreach includes troubleshooting viewer issues and connecting viewers with information on a myriad of topics including but not limited to programming, consumer products, publishing, movies, promotions, recreation, donations, fan mail, home video, and online safety. To carry out this work, the Coordinator of Viewer Services utilizes the on-going staffing support from college level interns. The department?s Viewer Services interface with public affairs, programming, press, digital, research, consumer products, recreation, legal, and security.

Responsibilities:

Develop and implement strategies, responses and processes to efficiently prioritize, monitor, record, and report viewer feedback and trends in regular reports.

Update the Viewer Services function of the company to be a resource on viewer trends for relevant departments.

Compose written correspondence to respond to viewer requests

Provide impeccable, service-oriented responses in phone and in-person communications

Work with various departments to troubleshoot viewer issues (see above)

Maintain Viewer Services phone system email and database with relevant viewer information.?

Maintain the Viewer Services customized database.

Assist the Public Affairs Department with pro-social initiatives, events and projects

Coordinate and maintain the development of Viewer Services outreach materials.

Interface regularly with relevant internal departments on key business and viewer/customer/user information.

Establish a process of communication across departments so that information from and to viewers is managed seamlessly

Partner closely with the Manager of Public Affairs/Policy to identify and regularly communicate trends of strategic concern to the company, brand and its individual initiatives

Monitor social media networks for important trends and breaking news situations that are relevant to the brands and business

Hire, train and manage interns as an on-going administrative function

Assist Public Affairs department in ad-hoc projects including but not limited to development and execution of pro-social events.?

Basic Qualifications:

Bachelor?s degree

Excellent customer service skills

Solid background in customer support, press, social media and/or crisis management

Excellent research, written and oral communication skills

Ability to multi-task and follow-up

Knowledge of and proficiency in Microsoft Office suite especially MS Access, Outlook, PowerPoint

Submission of writing samples/portfolio

Minimum of 2 years providing customer support, press or conflict resolution experience.?

Desired Qualifications:

Prudence and judgment when dealing with confidential and sensitive information

Experience in policy as well as professional communication via social media

Experience in the entertainment industry or costumer/constituent service field

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Source: http://ch.tbe.taleo.net/CH05/ats/careers/requisition.jsp?org=MTVNETWORKS&cws=1&rid=4917

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