Associate Manager, Social Media Care
About The Position
This role supports customer service by managing social media interactions and ensuring timely responses across multiple platforms. It involves monitoring social media queues, producing reports, and coordinating resources to maintain service levels. The role includes handling escalated customer issues and managing special social media accounts for leadership. Success is measured by effective issue resolution, resource allocation, and maintaining customer satisfaction through social media channels. The work impacts the organization by enhancing customer engagement and supporting team productivity in social media care.
Requirements
- High School Diploma/GED (Required)
- Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook) (Required)
- Proficient in social platforms (Twitter, Facebook, Instagram, etc.) (Required)
- Subject matter expert on all T-Mobile feature, services, and systems/tools (Required)
- At least 18 years of age
- Legally authorized to work in the United States
Nice To Haves
- Less than 2 years Minimum experience of 1 year as a Social Media Specialist (Preferred)
Responsibilities
- Monitor social media queues in real time to produce reports and coordinate resource allocation for service level adherence
- Handle escalated customer interactions across various social media platforms to resolve issues effectively
- Engage directly with customers to answer questions and resolve concerns within social media channels
- Manage special social media accounts, including those for executive leadership, ensuring appropriate handling
- Support and motivate social media specialists to improve their productivity, confidence, and independence
- Also responsible for other duties/projects as assigned by business management as needed
Benefits
- competitive base salary
- compensation package
- annual stock grant
- employee stock purchase plan
- 401(k)
- free, year-round money coaches
- medical, dental and vision insurance
- flexible spending account
- paid time off
- up to 12 paid holidays
- paid parental and family leave
- family building benefits
- back-up care
- enhanced family support
- childcare subsidy
- tuition assistance
- college coaching
- short- and long-term disability
- voluntary AD&D coverage
- voluntary accident coverage
- voluntary life insurance
- voluntary disability insurance
- voluntary long-term care insurance
- mobile service & home internet discounts
- pet insurance
- access to commuter and transit programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
