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SiriusXM Radio, Inc. Summer Intern, Listener Care (R-2020-12-140) in New York, New York

Description

SiriusXM and Pandora have joined together to create the leading audio entertainment company in the U.S. Together, we are uniquely positioned to lead a new era of audio entertainment by delivering the most compelling subscription and ad-supported audio experiences to millions of listeners -- in the car, at home and on the go. Our talent, content, technology and innovation continue to be at the forefront, and we want you to be a part of it! Check out our current openings below and at .
Position Type: Internship
Session: Summer 2021
Location: Remote

Position Summary:

SiriusXM is looking for a customer service and analytical focused intern to help with projects related to Customer Service chat/messaging experience. The intern will be responsible for the analysis of bot and customer conversations/interactions utilizing a chat/messaging platform and will make recommendations to drive improved customer experience. Also the intern will create searches and reports designed for automated analysis and drill down into large quantities of data to drive organizational changes. Additional responsibilities include assessing data trends to identify areas of opportunity to drive efficiency and agent performance and analyzing website experience and how a customer interacts with messaging agents to identify improvement opportunities.

Duties and Responsibilities:
Assess website experience and identify opportunities to leverage chat or bot experience and improve the overall customer experience.
Review transcripts and update predefined content.
Present findings and key takeaways to managers.
Make recommendations to solve critical business problems and make improvements.
Compile information through multiple sources, understand key performance indicators and spot trends and patterns.
Develop documentation including process improvements and predefined content for agent use.
Collaborate and communicate effectively with internal Program Manager, as well as business partners and stakeholders.
Perform other duties as assigned.
Supervisory Responsibilities:
None.
Minimum Qualifications:
Currently pursuing a Bachelor’s degree or MBA in finance, accounting, or related field.
Must be at least 18 years of age.
Internships are open to current students enrolled at a university and recent graduates who graduated within the 12-month period prior to the start of the internship.
Requirements and General Skills:
Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.
Digital Savvy.
Strong analytical skills and strong attention to detail.
Willingness to take initiative and to follow through on projects.
Project management experience within a digital environment preferred.
Experience working within an advertising agency or creative environment preferred.
Familiar with marketing communications strategy and processes, including online media, application development and web site development.
Strong interpersonal capabilities and excellent verbal and written communication skills.
Well-organized, detail-oriented, energetic, independent and responsive to feedback.
Spelling, grammar, proofreading and editing skills.
Must have legal right to work in the U.S.
Technical Skills:
Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).
Ability to embrace and learn internal project management tools and systems.
Please note that all SiriusXM internships are paid
Our goal at SiriusXM+Pandora is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM+Pandora is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.


As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

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