Specialist, Social Media Care (Customer Service) - Meridian, ID - $21/hr starting pay
Description
Be unstoppable with us!
T-Mobile is synonymous with innovation–and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we’re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won’t stop!
T-Mobile’s Social Media Care team is the largest social care team on the planet, providing Un-carrier, award-winning customer service across social media platforms, 24x7, 365 days per year. Our brand has paved the way for Social Customer Care, and we have set the precedent on how customer service should be done on social over the past 8+ years. Specialists, Social Media Care support our customers and potential customers who contact T-Mobile via multiple social media properties.
The core function of these roles in to ensure that all customer service issues are solved and that ultimately, they bring the customer closer to the T-Mobile brand. Specialists will be responsible for solving a broad range of customer service issues, including, but not limited to, billing, technical support, advanced technical support, prepaid, T-Mobile for business, home internet, T-Mobile TV, among others. Specialists will also interact with customers who are highly escalated. They will work to solve these issues effectively, efficiently, and will follow department escalation guidelines to ensure the issue is fully solved. This role requires a high degree of agility and flexibility, as the social media landscape changes frequently. Specialists should have strong communication skills, both written and verbal. They must also demonstrate ownership to at the highest levels, advocating and advancing on behalf of a customer if needed to ensure complete and full resolution for all customer service issues.
- Resolving issues and answering questions in T-Mobile social channels, including but not limited to Facebook and Twitter. Working with a broad scope of support, Specialists are subject matter experts for a wide range of T-Mobile products and services, including but not limited to billing, technical support, advanced technical support, prepaid, T-Mobile for business, home internet, T-Mobile TV, among others.
- Manage a wide array of escalated customer situations and brings an expert level of knowledge and resolution.
- Ability to build close relationships with key decision makers across the organization
- Effectively multi-task in a fast-paced, dynamic environment while paying careful attention to detail.
- Ability to thrive in a dynamic virtual environment while providing a VIP experience for our customers and minimizing customer effort
- Consistently meets/exceeds departmental goals and business objectives.
- Advancing issues to cross-functional business partners as necessary.
- Also responsible for other Duties/Projects as assigned by business management as needed.
- Consistently implements feedback from leaders and reporting metrics.
Qualifications:
- Ability to produce in a fast-paced, deadline driven environment.
- Ability to develop in-depth knowledge of assigned functional areas.
- Ability to think creatively and develop new solutions.
- Proficient in Microsoft Office (Excel, Word, PowerPoint) and social platforms (Twitter, Facebook, etc.)
- Prior experience in a similar environment (call center or customer service environment is ideal).
- Extreme discretion when handling confidential and/or proprietary information.
- Outstanding written and verbal communication skills with proven ability to write clear, concise, and accurate messages for a variety of audiences while adhering to an established style.
- Ability to work given schedule across 24x7 business hours; including evenings, and weekends.
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Must be comfortable with an online public presence, sponsored by T-Mobile:
- A fun and branded headshot will be required.
- The use of first and last name publicly.
- Short, general bio information shared publicly.
TO APPLY:
Please upload an up-to-date copy of your resume. Please make sure your resume is up-to-date and in a pdf (preferred) or Microsoft Word format as we will be assessing attention to detail and accuracy (grammar, punctuation, and spelling). Social Media Care Specialists must have outstanding written communication skills and this is your first opportunity to demonstrate your writing style to the hiring team.
Education:
- Bachelor's Degree (Preferred)
Work Experience:
- 2 years Experience in an online community moderator, editing, or analyst position.
- 2 years Call center experience.
- Experience with Jive Social Business Software (SBS).
- Basic knowledge of HTML.
Knowledge, Skills and Abilities:
- Adobe Acrobat (Preferred)
- HTML (Preferred)
- Communications (Preferred)
- Microsoft Office (Preferred)
Minimum Qualifications:
- At least 18 years of age
- Legally authorized to work in the United States
- High School Diploma or GED
Working from Home Requirements:
The Specialist, Social Media Care role may at times require you to work from home. Must have and maintain all technical requirements to ensure a best in business experience for our customers.
- Home office environment allowing you to work free from distractions and interruptions.
- A high-speed broadband internet service provider is required in your home office space.
- Satellite and cellular (3G, 4G, 5G, LTE) internet connections are not compatible with T-Mobile's required systems
- Minimum connection speed of 15 Mbps download & 5 Mbps upload
- Network Latency of 120ms or less
- 0% Packet Loss
- To test your upload and download speeds in the place you plan to work, please visit www.speedtest.net
- A hardwired internet connection is required upon start to perform the duties of this role.
Working from Office Requirements
- Weekly attendance in the office is required.
- It is required that you attend and complete all onboarding training in person unless otherwise specified.
- You will be asked to come onsite for items such as training, staff meetings, business and/or technical needs.
Travel:
Travel Required (Yes/No):No
Never stop growing!
T-Mobile doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward.
If you’d like to receive more information about careers at T-Mobile, sign up for the T-Mobile Talent Community today! https://www.tmobile.careers/profile/join/
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.