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Executive and Customer Relations Lead

Location: Austin, Texas, United States

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Requisition Number: 168322

Position Title: Customer Experience Lead I

External Description:

Executive and Customer Relations Lead

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

We are looking for all the best kinds of people to make great experiences for our players and who want a job that inspires them while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

And we want you to join us. We are hiring an Executive and Customer Relations Lead to join our Executive and Customer Relations team in Austin, Texas.

You will help improve the player experience. They have a commitment to resolving player issues and requests while maintaining customer success. You will be empathetic, and have a passion for making things better.

You will be part of EA's Customer Experience organization. The Customer Experience organization strives to make EA known for taking care of its players. We are players taking care of players and people talking to people – whenever, wherever, and however they need us.

The ideal Executive and Customer Relations Lead is experienced in two or more of these areas: customer engagement/retention, root cause analysis, technical support, concierge service, customer success, or solutions engineering. They respond to all requests in their assigned service levels with empathy and advocacy.

So how do Executive and Customer Relations Leads make great experiences for players? They:

  • solve players' issues and concerns
  • provide solutions by identifying and analyzing issues
  • identify gaps and provide recommendations
  • follow-up on issues to make sure recommendations are implemented
  • advocate for player needs and address their issues across departments
  • Analyze available information to understand what impacts experiences, then make recommendations.

If this role is for you, then you are:

  • abrand advocate—you show EA's values to players and partners
  • afixer of problems—take ownership of issues and resolve them accordingly
  • acollaborator —you use resources and partner with other departments to provide a great player experience
  • reliable—you focus on your target and meet defined department goals and activity metrics
  • always learning—you want to continue growing
  • ateam player—you focus on building relationship and encouraging partnerships
  • take responsibility—you take ownership for actions and find areas where you can improve.

If you're interested you'll need these skills or experiences:

  • BA/BS degree
  • 3+ years of customer success or customer service in a call center.
  • 2+ years of online, console, or mobile gaming experience.
  • 2+ years of experience dealing with escalations and complaints.
  • Build relationships with partners and teams.
  • Experience with Microsoft applications.
  • Initiative to work independently or collaboratively, working with others to achieve results.
  • Work on project and process improvement plans.
  • Work to solve tough issues.
  • Verbal skills that adapt to different audiences.
  • Excellent business writing skills with the ability to provide clear messaging, present information and answer questions from players, partners, managers, other teams, and partners.

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Community / Marketing Title: Executive and Customer Relations Lead

Company Profile:

Electronic Arts Inc. is a leading global interactive entertainment software company. EA delivers games, content and online services for Internet-connected consoles, personal computers, mobile phones and tablets.

EEOText: About EA At Electronic Arts, we exist to Inspire the World to Play. We create extraordinary new game experiences for our millions of players everywhere by bringing together talented people that combine creativity, innovation, and passion. We know that our strength lies in the diversity of our people. We immerse our employees into an inclusive culture, and provide opportunities for learning and leading that allow them to do the most impactful and rewarding work of their careers. We put our people first. We provide comprehensive benefit packages with a focus on health and wellbeing to support your needs and help you balance your career and personal life. We provide access to dynamic and collaborative work environments, opportunities to connect and contribute through our Employee Resource Groups, and support for a balanced life with paid time off and new parent leave, plus free video games and so much more! Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. Electronic Arts also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Date Opened: 2021-09-12 16:25:11.55

EEO Employer Verbiage:

About EA

At Electronic Arts, we exist to Inspire the World to Play. We create extraordinary new game experiences for our millions of players everywhere by bringing together talented people that combine creativity, innovation, and passion. We know that our strength lies in the diversity of our people. We immerse our employees into an inclusive culture, and provide opportunities for learning and leading that allow them to do the most impactful and rewarding work of their careers. 

We put our people first. We provide comprehensive benefit packages with a focus on health and wellbeing to support your needs and help you balance your career and personal life. We provide access to dynamic and collaborative work environments, opportunities to connect and contribute through our Employee Resource Groups, and support for a balanced life with paid time off and maternity and paternity leave, plus free video games and so much more! 

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. Electronic Arts also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

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