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Associate, Social Media

Company: Spectrum
Location: Buffalo
Posted on: October 18, 2019

Job Description:

Primary responsibilities extend to serving customers via Charter's owned social media channels on Facebook and Twitter. This position focuses on improving the overall customer experience and handles inbound customer questions while promoting self-service whenever possible

Essential Job Functions:--- Monitors and utilizes Charter's Twitter and Facebook properties to address and resolve customer concerns in a timely, professional manner.--- Utilizes customer support tools to resolve customer issues in house when possible, but will interact collaboratively with functional areas at the corporate, region, and division levels.--- Employs clear, concise and grammatically correct verbal and written communication skills; provides professional customer service during all interactions with customers.--- Monitors social mentions of Charter Communications, Spectrum, and/or legacy companies for potential public relations issues, VIP complaints, trends, etc. and escalates as needed. --- Utilizes communication skills to foster both a high level of customer satisfaction and a positive image of Charter Communications. --- Exercises strong follow-up and case management skills to ensure that any escalated issue is being addressed in a timely manner.--- Leverages necessary skills and knowledge of service areas to determine possible service outages.--- Maintains up-to-date knowledge of Charter policies, products, and procedures--- If necessary, may be required to perform the duties of Rep 2, Social Media Job Requirements:--- Passion for providing outstanding customer service--- Personal usage of social media such as Twitter, Facebook is preferred but not required.--- Demonstrated ability to learn quickly and complete work with minimal supervision.--- Strong writing skills.--- Previous cable industry experience, including experience with ICOMS and/or CSG billing systems--- Willingness to work in a team environment requiring broad experience, adaptability, quick learning, critical thinking, and excellent problem solving skills--- Track record of taking ownership of and quickly resolving individual customer issues.--- Strong knowledge of the telecommunications industry and its principle products (Video, Digital Phone, High-Speed Online, and Wireless), including basic troubleshooting abilities.--- Ability to answer customer questions with appropriate and accurate information. --- Ability to handle sensitive and/or confidential material and information appropriately.Schedule may include nights or weekends. Education and Experience:High School diploma or equivalent. An undergraduate degree or equivalent is preferred. Travel Requirement:NonePhysical DemandsThe physical demands described here are those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is: Regularly required to talk and hear> Frequently required to sit, stand and bend at the knee and waist and walk; Required to use hand to type, handle objects and paperwork; Required to reach and hold on to items at chest level or reach above shoulder; Required to use close vision and be able to focus. Finally, the employee generally works in an indoor environment; overtime may be required

Keywords: Spectrum, Tonawanda , Associate, Social Media, Other , Buffalo, New York

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