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.
Primary responsibilities extend to serving customers via Charter's owned social media channels on
Facebook and Twitter. This position focuses on improving the overall customer experience and handles
inbound customer questions while promoting self-service whenever possible

• 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

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

• 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 principal 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 billing systems.
• Previous cable industry experience, including Telephone, Video and High Speed Data.

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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.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S.
Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.