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Digital Care Specialist
Comcast
Lakewood, CO, United States
Job Details - this job has expired, please see similar jobs below
Job Summary:
Responsible for initial responses to inquiries, complaints, comments and
other contacts generated through social media and coordinates
escalations or further communications; analyzes responses to social
media activities and makes recommendations. Communicates the corporate
image or products through social media networks and tools. Monitors
company online communities and presence. Represents the company message
to online communities, media, analysts and the general public at large.
Maintains and builds relationships with social network influencers to
create marketing opportunities and drive favorable buzz and coverage.
Writes, edits and produces social network page, blog and microblogging
content for internal and external communications. Works with moderate
guidance in own area of knowledge.
Core Responsibilities:
• Serves as the technical resource for the team and customers through
help forums, blogs, social media platforms, emails, and corporate walk-
ins.
• Provides executive support to customers through public and private
messaging across digital and social platforms.
• Manages and moderates all interactions on specific digital platforms
as assigned and report findings to the senior leadership team regarding
significant issues, themes, and/or feedback collected through the
channels.
• Monitors, proactively posts, researches and reaches out to customers
within the company community to ensure a positive experience with the
company. Determines appropriate corporate and local market escalation
paths. Makes the proper decision when to ban a user for not following
community guidelines.
• Searches online forums, blogs, and websites that are discussing the
company and works to turn negative discussions into positive results by
crafting personal responses to all inquiries that were found, and
continues to humanize the brand and build the trust relationship with
customers. Able to recognize a high influencer, and make proper
decisions on how to triage the situation. Understands when it is
acceptable to alert senior leadership about a customer experience.
• Monitors customer service productivity in accordance with established
policy to assure adherence as well as completeness in all customer
transactions. Alerts colleagues with the social platform volume to
ensure proper coverage. Adjusts platform coverage throughout the day as
needed to properly support customer inquiries.
• Works with corporate communications, public relations, marketing
communications and National Customer Operations (NCO) leadership to
share the company story on the internet by analyzing volume of trends
from all social platforms and report to the respective organization.
Acts as an early warning system for the Company within digital media and
escalate to the National Resource Optimization Center (NROC) for
support. Makes real-time decisions on when to proactively post around an
event with approved messaging or when to send volume reports to senior
leadership. .
• Responds to customers through the provided engagement console and
mobile communication channels and serve as dedicated primary customer
and executive contact. Acts as the last line of defense to possibly save
a customer before canceling services. Proper judgment is needed to
provide proper service, compensation, adequate promotional offers and
proper local escalation if needed.
• Partners and builds relationships with local markets across the
company's footprint to manage research and resolve service related
support cases and drive them toward resolution. Updates customers with
progress of their situation through proactive situation management.
• Accurately inputs, monitors and ensures closure of jobs on the call
management system.
• Consistent exercise of independent judgment and discretion in matters
of significance.
• Regular, consistent and punctual attendance. Must be able to work
nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
Job Specification:
• Bachelor's Degree or Equivalent
• Generally requires 2-5 years related experience.
Comcast is an EOE/Veterans/Disabled/LGBT employer