Lead, Executive Social Media Care

T-Mobile•Tampa, FL

2d•$30 - $42

About The Position

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees! Job Overview T-Mobile's Social Media Services strategy is to meet and engage with customers on the platform of their choice. Executive Lead Specialists support this strategy by being a true Social Media Expert for the Senior Leadership Team of T-Mobile, USA and fielding questions and concerns directed at Senior Leadership from within and outside our customer base. Lead Specialists will proactively identify ways for T-Mobile Senior Leadership to positively engage over social media, by engaging in social listening to determine trending topics and pain points before the customer ever has to reach out via T-Mobile. The Lead Specialist will engage cross functionally at the Senior Manager and above level to provide insight on social media trends to proactively resolve customer impacting questions and concerns. They will also act as a liaison between management in Social Media and the Executive Social Media team to cascade changes in strategy, and provide daily reporting on social media trending to the Social Media leadership. Work needs may change based on the strategies and needs of Executive leadership and T-Mobile Public Relations and Marketing.

Requirements

High School Diploma/GED (Required)
Confidentiality (Required)
Communication (Required)
Microsoft Office (Required)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Less than 2 years Experience in an online social media specialist or community moderator position.
Experience with Sparkcentral, SPRINKLR, & Netbase.

Responsibilities

Conduct pro-active social listening by reviewing articles, blogs and websites for industry-related news to make recommendations and implement the same
Determines when potentially customer impacting issues should be escalated to cross-functional business partners
Consult with Senior Leadership on T-Mobile emerging trends & issues on Social Media
Provide daily and adhoc reporting to Social Media leadership
Provide expert level knowledge on social media to Specialist team

Benefits

Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.
Employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role.
Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year.
Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance.
medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - 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, and voluntary long-term care insurance.
eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

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