Social Media Associate
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
The base pay for this position generally is between $20.00 and $28.20. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
Social Media Associate
JOB SUMMARY
Primary responsibilities extend to serving customers via Charter’s owned social media channels on Facebook and X platforms. This position focuses on improving the overall customer experience and handles inbound customer questions while promoting self-service whenever possible.
ESSENTIAL RESPONSIBILITIES OF THIS POSITION
- Monitors and utilizes Charter’s Twitter and Facebook properties to address and resolve customer concerns in a timely, professional manner.
- Utilizes customer support tools to resolve customer issues in house when possible, but will interact collaboratively with functional areas at the corporate, region, and division levels.
- Employs clear, concise and grammatically correct verbal and written communication skills; provides professional customer service during all interactions with customers.
- Monitors social mentions of Charter Communications, Spectrum, and/or legacy companies for potential public relations issues, VIP complaints, trends, etc.
- Utilizes communication skills to foster both a high level of customer satisfaction and a positive image of Charter Communications.
- Exercises strong follow-up and case management skills to ensure that any escalated issue is being addressed in a timely manner.
- Leverages necessary skills and knowledge of service areas to determine possible service outages.
- Maintains up-to-date knowledge of Charter policies, products, and procedures.
- If necessary, may be required to perform the duties of Rep 2, Social Media.
WHAT YOU'LL BRING TO SPECTRUM
Experience: 2+ years of Customer Service
Experience: 2+ years of Telephone, Video, High Speed Data
Experience: ICOMS and/or CSG Billing Systems
Education: High School Diploma or General Educational Development (GED) Certificate
Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English.
- Ability to prioritize and organize effectively.
- Ability to use personal computer & software applications.
- Ability to work in a team environment requiring broad experience, adaptability, quick learning, critical thinking, and excellent problem solving skills.
- Ability to communicate orally and in writing in a clear and straightforward and professional manner.
- Demonstrated knowledge of the telecommunications industry and its principle products (Video, Digital Phone, High-Speed Online, and Wireless), including basic troubleshooting abilities.
- Ability to answer customer questions with appropriate and accurate information.
- Ability to handle sensitive and/or confidential material and information appropriately.
- Demonstrated ability to learn quickly and complete work with minimal supervision
- Knowledge of the Company’s product information, packaging, pricing and current offers
- Experience with ICOMS and/or CSG billind systems.
- Previous cable industry experience, including Telephone, Video and High Speen Data.
Preferred Qualifications
- Ability to maintain confidentiality.
- Ability to solve problems while working under pressure.
- Knowledge of the cable industry - products and services.
- Knowledge of and ability to use social media such as X and Facebook is preferred but not required.
- An undergratuate degree or equivalent is preferred.
SPECTRUM CONNECTS YOU TO MORE
- Dynamic Growth: The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company.
- Supportive Teams: Who you are matters here. And, we aim to foster an inclusive workplace where every person is empowered to bring their best ideas.
- Learning Culture: With a focus on training and development, employees can have confidence that day one is truly just the beginning of a dynamic career.
- Total Rewards: See all the ways we invest in you—at work and in life.
Apply now, connect a friend to this opportunity or sign up for job alerts!
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
The base pay for this position generally is between $20.00 and $28.20. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
FCC Unit: 13556 Business Unit: Customer Operations
Zip Code: 14203
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.