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.