Specialist, Social Media Care

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. Produce queue health reports to ensure staffing & quality control of social media queues... 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. T-Mobile is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics