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Producer - Level 2 INTERNAL CANDIDATE ONLYinSalt Lake City, UTatFranklin Covey CareersDate Posted:9/17/2020ApplyApplyNot ready to Apply?×Join Our Talent NetworkWhy Join Our Talent Network?Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.
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Employee Type:
Full-Time
Location:
Salt Lake City, UT
Job Type:
Customer ServiceGeneral BusinessTraining
Experience:
Not Specified
Date Posted:
9/17/2020Job DescriptionThe Live Online Level 2 Producer provides excellent customer service to our clients and consultants. They will provide technical and client engagement support during live-online webinars via chat, text, or phone support. In addition, as a Level 2 Producer, they will become the expert on multiple platforms, create and maintain training documents, train new producers on the platform, and play a key role in the problem-solving escalation path for the platform.Essential Job Functions
Become the Subject Matter Expert (SME) for all delivery Platforms.
As a SME, they will keep current on system changes by working with internal and external sources. They will work with the Producer Manager to proactively communicate these changes, updates, or troubleshooting methods to the rest of the team in weekly meetings.
The SME will document and keep any Platform information up to date, including the Platform checklist and any additional training or troubleshooting information in Team library to allow easy access by others.
The SME will play and hands-on role in onboarding new hires on the platforms, including training, shadowing, and providing feedback to ensure they are comfortable supporting events.
The Producer Level 2 is efficient in all core platforms offered by FranklinCovey including LiveClicks, Zoom, WebEx, and Microsoft Teams, and are required to learn additional platforms as needed.
The Level 2 Producer will have demonstrated an ability to build strong relationships with clients, internal facilitators, the Producer Manager, and team members by exhibiting clear communication, dependability, and creative solutions to problems that may arise.
Consistently achieve NPS scores above of 70+ from clients and other stakeholders.
They will also continue to be a Level 1 Producer, which includes:
Provides excellent customer service to our clients and consultants; providing technical and client engagement support during live-online webinars via chat, text, or phone support.
Meet prior to a webinar with the consultant to understand the deliverable, logging into the session early, and being available for debriefing.
Troubleshoot audio connection issues and provide ongoing audio support throughout the webinar, such as muting attendees where needed or managing audio cues
Provide feedback to improve the webinar experience for participants and facilitators.
Assist facilitators with administrative tasks such as capturing participant comments and distributing digital participant materials, if needed.
Provide support to other Producers on chat or otherwise, as needed.
Provide support to other FranklinCovey clients as needed through our All Access Care support structure.
Assist in other projects and administrative tasks as requested.
Job RequirementsThis position requires a minimum of 1-2 years customer service and/or call center experience, plus at least 200 hours of experience as a Producer or similar role. Some college preferred. Proficiency with computer, Outlook, Google Drive, and MS Office is essential. Position requires exceptional people skills including excellent phone and verbal communication skills. Must be a resourceful, critical thinker with the ability to troubleshoot and adapt quickly. We are looking for a motivated team player with a strong work ethic who thrives in a fast-paced environment.Company InformationFranklinCovey is a global company specializing in performance improvement. We help organizations achieve results that require a change in human behavior. Our expertise is in seven areas: Leadership, Execution, Productivity, Trust, Sales Performance, Customer Loyalty, and Education. Our mission statement is “We enable greatness in people and organizations everywhere”. We fulfill this mission by hiring “Achievers with Heart”.Visit our website atwww.franklincovey.comfor more information regarding our organization.FranklinCovey is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.For more information please see our Equal Employment Opportunity is the Law poster by following the link provided.Reasonable Accommodation NoticeFederal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job by emailing us at accommodations@franklincovey.com. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
