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Posted: Wednesday, January 31, 2018 7:03 PM

Comcast brings together the best in media and technology\\. We drive innovation to create the world's best entertainment and online experiences\\. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines\\. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting\\-edge products and services to life for millions of customers every day\\. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast\\-forward your career at Comcast\\.
**Job Summary:**
Responsible for initial responses to inquiries, complaints, comments and other contacts generated through social media and coordinates escalations or further communications; analyzes responses to social media activities and makes recommendations\\. Communicates the corporate image or products through social media networks and tools\\. Monitors company online communities and presence\\. Represents the company message to online communities, media, analysts and the general public at large\\. Maintains and builds relationships with social network influencers to create marketing opportunities and drive favorable buzz and coverage\\. Writes, edits and produces social network page, blog and microblogging content for internal and external communications\\. Works with moderate guidance in own area of knowledge\\.
**Core Responsibilities:**
\\- Responds to customer questions and complaints through social media channels \\(i\\.e\\. Twitter, Facebook, blogs/forums, etc\\.\\) and email in a professional manner\\.
\\- Provides Customer service and Technical Support for Comcast products and services\\.
\\- Moderates our Comcast Community Forums\\.
\\- Advocates ethics and transparency in social media engagement\\.
\\- Consistently demonstrates Comcast values but being an ambassador for the organization\\.
\\- Takes ownership of customer issues by accurately identifying and working to resolve\\.
\\- Maintains knowledge of social media best practices and trends\\.
\\- Serves as the technical resource for the team and customers through help forums, blogs, social media platforms, emails, and corporate walk\\-ins\\.
\\- Provides executive support to customers through public and private messaging across digital and social platforms\\.
\\- Manages and moderates all interactions on specific digital platforms as assigned and report findings to the senior leadership team regarding significant issues, themes, and/or feedback collected through the channels\\.
\\- Monitors, proactively posts, researches and reaches out to customers within the company community to ensure a positive experience with the company\\. Determines appropriate corporate and local market escalation paths\\. Makes the proper decision when to ban a user for not following community guidelines\\.
\\- Searches online forums, blogs, and websites that are discussing the company and works to turn negative discussions into positive results by crafting personal responses to all inquiries that were found, and continues to humanize the brand and build the trust relationship with customers\\. Able to recognize a high influencer, and make proper decisions on how to triage the situation\\. Understands when it is acceptable to alert senior leadership about a customer experience\\.
\\- Monitors customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions\\. Alerts colleagues with the social platform volume to ensure proper coverage\\. Adjusts platform coverage throughout the day as needed to properly support customer inquiries\\.
\\- Works with corporate communications, public relations, marketing communications and National Customer Operations \\(NCO\\) leadership to share the company story on the internet by analyzing volume of trends from all social platforms and report to the respective organization\\. Acts as an early warning system for the Company within digital media and escalate to the National Resource Optimization Center \\(NROC\\) for support\\. Makes real\\-time decisions on when to proactively post around an event with approved messaging or when to send volume reports to senior leadership\\.
\\- Responds to customers through the provided engagement console and mobile communication channels and serve as dedicated primary customer and executive contact\\. Acts as the last line of defense to possibly save a customer before canceling services\\. Proper judgment is needed to provide proper service, compensation, adequate promotional offers and proper local escalation if needed\\.
\\- Partners and builds relationships with local markets across the company's footprint to manage research and resolve service related support cases and drive them toward resolution\\. Updates customers with progress of their situation through proactive situation management\\.
\\- Accurately inputs, monitors and ensures closure of jobs on the call management system\\.
\\- Consistent exercise of independent judgment and discretion in matters of significance\\.
\\- Regular, consistent and punctual attendance\\. Must be able to work nights and weekends, variable schedule\\(s\\) as necessary\\.
\\- Other duties and responsibilities as assigned\\.
**Job Specification:**
\\- Bachelor's Degree or Equivalent
\\- Generally requires 2\\-5 years related experience\\.
\\- Experience in a customer service/technical support environment highly preferred\\.
\\- Bilingual is a plus \\(English and Spanish\\)\\.
\\- Solid communication skills, both written and verbal\\.
\\- Passion for delivering superior customer support\\.
\\- Personal interest in social media and emerging web technologies\\.
\\- Ability to work within a fast paced environment and adapt to change\\.
\\- Ability to work independently to resolve customer issues with a high sense of urgency\\.
\\- Excellent organizational, analytical and problem solving skills\\.
\\- Working knowledge of various web standards and social media technologies\\.
Comcast is an EOE/Veterans/Disabled/LGBT employer
Associated topics: analog, asic, cad, chip, design engineer, digital, engg, ic, plc, rf


• Location: Tucson

• Post ID: 69406562 tucson is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018