Job Summary

Serve as a social media monitoring specialist focused on identifying customer issues service assurance risks and brand sentiment across digital channels. Analyze conversations flag incidents and coordinate with customer service teams to secure timely resolution. Operate in a hybrid work model with day shifts ensuring consistent monitoring coverage and actionable insights.

Responsibilities

Monitor multiple social media platforms continuously to identify customer service issues service assurance concerns and emerging trends that require timely follow up and resolution
Analyze incoming social media posts and messages to categorize customer intent urgency and impact on service quality while maintaining accurate tracking records in internal tools
Coordinate with customer service teams to route prioritized cases from social channels into case management systems so that customers receive clear and timely responses
Respond to defined customer scenarios on social platforms using approved playbooks and brand guidelines while adjusting tone to reflect empathy and accountability
Document recurrent social media issues related to service performance and share structured summaries with service assurance and operations teams for further investigation
Create daily and weekly monitoring reports that highlight key metrics such as volume drivers sentiment distribution and service related complaints to inform decision making
Collaborate with cross functional partners in marketing customer service and service assurance to align social media handling strategies with business objectives
Apply root cause thinking to recurring social conversations to suggest process changes knowledge base improvements or communication updates that prevent repeat issues
Use social listening tools and dashboards to track campaign impact identify potential crises early and escalate incidents to the appropriate stakeholders with contextual detail
Support continuous improvement of social media response templates macros and knowledge content by recommending refinements based on observed customer feedback patterns
Maintain high data quality in tagging tracking and resolution documentation so that analytics teams can reliably assess customer experience and service performance trends
Adhere to defined hybrid work practices schedule and compliance requirements while ensuring consistent monitoring coverage during day shift operating windows

Qualifications

Showcase strong experience in customer service by handling complex inquiries managing expectations and guiding customers toward clear resolutions through digital channels
Demonstrate proven ability to interpret service assurance concepts such as service availability incident impact and performance indicators when analyzing social media conversations
Utilize excellent written communication skills to craft concise and empathetic responses that uphold brand voice while addressing technical or service related issues in an accessible manner
Apply familiarity with social media management and listening platforms to configure alerts filters and searches that surface high priority posts efficiently
Exhibit solid analytical and problem solving skills by identifying issue patterns in social chatter and proposing data informed recommendations to stakeholders
Employ good collaboration and stakeholder management abilities to work closely with customer service operations and service assurance teams in a hybrid environment
Leverage time management and prioritization skills to manage high volume social queues during peak periods while maintaining quality accuracy and adherence to service targets

Certifications Required

Relevant certification in customer service or social media management such as a recognized customer experience or digital care credential

SPE-AV Social Media Monitoring