Customer Service Representative, Peacock - job 1 of 3

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('Versant') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.

We are seeking Customer Service Representatives for our Peacock customer support team. As a Customer Service Representative, you will be the first point of contact for Peacock viewers via social platforms, chat, email and more.    

Job Duties 

• Providing customer service support for viewers through various channels, such as social media, phone, email, and chat. 

• Expert in managing social media platforms in crafting creative responses both publicly and privately to our customers. 

• Maintain customer satisfaction ratings based on explicit criteria set forth by the company 

• Serve as the front line of technical issues, outages and escalations for broadcast viewing or digital streaming. 

• Become an expert in all Peacock platforms including but not limited to: mobile application, website, TV apps and devices, and TV broadcast. 

• Troubleshooting technical issues on a variety of device applications to ensure seamless streaming and viewability. 

• Maintain accurate and up-to-date account and billing information of customers through CRM and billing software. 

• Participate in efficient daily workflow processes using operational metrics to gauge performance and ensure timely service 

• Participate in a quality program to certify that a high level of accuracy and customer support are consistently being delivered, utilizing NPS as the primary driving metric 

Basic Qualifications 

• Strong written and verbal communication skills 

• Excellent typing, phone, and computer navigation skills 

• Proficiency with social media platforms 

• Proficiency with navigating the Internet, email, and Instant Messenger 

• Knowledge of digital streaming services and devices 

• Must be willing to work mornings, evenings, weekends, holidays, and overtime when needed, sometimes with short notice 

Desired Characteristics  

• Previous experience in managing social media platforms, from posts to direct messages on behalf of a business. 

• Positive attitude and professional manner expected at all times 

• Strong team player 

• High energy and engaging personality with the ability to convey patience, and remain calm in stressful situations  

• Able to be self-motivated by a fast-paced working environment 

• Familiarity with Salesforce is strongly desired 

• High school diploma or GED preferred 

• 6 months previous customer service/call center experience 

Additional Job Requirements 

• This position has been designated as hybrid, which currently requires contributing from the office a minimum of three days per week. Beginning January 5, 2026, hybrid employees will be required to work from the office a minimum of four days per week. The Company reserves the right to change in-office requirements at any time. 

• This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website.  

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. 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.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].