Sr Specialist, Social Media Care (Richmond)

  • T-Mobile
  • Richmond, Virginia

Job Description

Social Media Sr. Specialists act as a resource for Social Media Specialists, inspect social queues in real time to produce reporting and coordinate with Social RP to allocate resources to ensure department service levels, and handle escalated customer interactions over a variety of social media channels. In addition Social Media Sr. Specialists will engage customers to answer questions and resolve issues in our T-Mobile social queues for up to 50% of their schedule. The Sr. Specialist serves as the primary level of support for special queue handling, including but not limited to Executive Leadership social media accounts. As a partner to the Social Media Manager, they successfully motivate Social Media Specialists and play a critical role in increasing the productivity, self-confidence, and independence of their team to deliver an Un-Carrier experience to T-Mobile customers over social media properties.

What you'll do in your role.

  • Assists the Social Media Manager in providing real time support, coaching and feedback to Social Media Specialists.
  • Primary support for Executive Leadership social media account handling.
  • Produce queue health reports to ensure staffing & quality control of social media queues.
  • Resolving issues and answering questions in T-Mobile social channels, including but not limited to Facebook, Twitter, Instagram up to 50% of schedule.
  • Escalate emerging issues to leadership that could represent potential risks to the company and/or brand.
  • Effectively handle escalated customer interactions and follow department escalation policy/procedure.
  • Consistently meets/exceeds departmental goals and business objectives.
  • Escalate customer interactions to ECR department that fall within their scope as defined by company policy/procedure.
  • Assist customers to resolve issues through a variety of social media channels such as Twitter, Facebook, Instagram, etc.
  • Provide feedback to Social Media Manager on managing team compliance to schedule expectations.
  • Handle customer e-mail inquiries through KANA.
  • Ability to work evenings, weekends, or varied shifts as assigned. This job requires reliable, predictable, and consistent attendance.

The experience you'll bring.

Minimum Required
  • Minimum experience of 1 year as a Social Media Specialist.
  • Subject matter expert on all T-Mobile feature, services, and systems/tools.
  • All Social Media Specialist level training.
  • Proficient in Microsoft Office (Excel, Word, PowerPoint) and social platforms (Twitter, Facebook, Instagram, etc.).
  • Demonstrated competency in T-Mobile applications including but not limited to: Remedy, Samson, T-Community, VASA, QuikView, KANA, and Microsoft Outlook.
  • Above average monthly performance reviews during the six months previous to application for Social Media Sr. Specialist position.
  • Free of attendance, performance, or conduct warnings/issues, or any other outstanding issues of concern.


Minimum Required
  • High School Diploma