Bilingual Social Media Specialist
DISH
Expired
Full-time
Job Category
Marketing
Overview
Job Type :
Full-time
Posted :
2022-08-28
Description
Department Summary:
Primary responsibilities fall into the following categories:
DISH is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We also pioneered the first live, internet-delivered TV service – Sling TV – that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.
Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.
We are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. We’re looking for people with boundless energy, intelligence, and an overwhelming need to achieve and to join our team as we embark on the next chapter of our story.
Opportunity is here. We are DISH.
Job Duties and Responsibilities: Job Summary:
Social Media Experts will engage publicly through Social Media and represent all DISH brands adapting the tone per unique brand guidelines. Experts will respond to customer service inquiries regarding technical, services, products, hardware systems/accessories, and general information requests. Partnering with care agents on PM/DM handoffs to ensure a streamlined customer experience. Experts will share insights and identify trends with stakeholders for process, tool, and resource improvement.
Social Media Experts will engage publicly through Social Media and represent all DISH brands adapting the tone per unique brand guidelines. Experts will respond to customer service inquiries regarding technical, services, products, hardware systems/accessories, and general information requests. Partnering with care agents on PM/DM handoffs to ensure a streamlined customer experience. Experts will share insights and identify trends with stakeholders for process, tool, and resource improvement.
Primary responsibilities fall into the following categories:
- Monitor Social Media platforms (Facebook, Twitter, Instagram, etc) via Sprinklr and identify opportunities to engage with our customers and deliver Best-In-Class customer support and brand engagement
- Ability to explore creative ways to successfully drive customer engagement which will lead to improved customer satisfaction
- Respond to customer enthusiasm posts in order to increase conversation, page participation and build a closer connection between our brands and customers
- Manage existing case load, completing follow-ups and achieving operational metrics
- Adhere to standard work processes and contribute to building efficiencies and defining improvements when possible, focusing on constant improvement and a value-based approach
- Understand the business pillars and goals between Social Care, Brand Engagement, Marketing, PR and Communication swim lanes throughout Facebook, Twitter, Instagram and other social platforms
- Calibrate regularly with stakeholders to align on brand voice and execution
- Provide suggestions/recommendations for improvement to tools, Flows, Knowledge, and processes
Essential Job Functions:
The work environment characteristics and duties described here include, but are not limited to, those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job, in accordance with the ADA and applicable state/local law.
The work environment characteristics and duties described here include, but are not limited to, those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job, in accordance with the ADA and applicable state/local law.
- Provide quality customer service through public Social Media channels and establishing long-term customer relations.
- Assist customers with questions regarding services, troubleshooting, and hardware operation.
- Perform more than one task at the same time under time constraints and quickly switch between and/or change tasks.
- Articulate information and/or business rules via written and verbal communications.
- Sell the value of multiple products and services as well as hardware systems and accessories.
- Interpret and execute on a variety of instructions furnished in written, oral, diagram, and/or schedule form.
- Regular and predictable attendance, with the ability to work a minimum of six (6) hours per week or twenty-four (24) hours per month, as well as variable shifts including holidays and weekends.
- Meet all of DISH's performance expectations, including but not limited to, satisfying metrics, productivity standards, and goals.
Essential Physical Functions:
- The employee frequently is required to mobilize around the work area, use hands and fingers, reach with hands and arms, and be present continuously at work station for up to three (3) consecutive hours.
- The employee must have the ability to use a computer mouse, keyboard, and other equipment typically found in an office or call center environment.
Essential Sensory Functions:
- While performing the duties of this job, the employee is regularly required to talk to customers and other employees and hear speech from customers and other employees.
- The employee will need to regularly interact and communicate with others, including but not limited to, face to face communications, over the phone communications, and chat messaging communications. The employee must be able to comprehend the subject of the communication and take appropriate action, if necessary.
- Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus, read and interpret documents and instructions; frequent identification of letters, numbers, and symbols in a technology environment.
- Other essential job functions may be assigned by DISH at its discretion and are subject to change at any time.
A successful Social Media Expert will have the following:
- Bilingual - fluent in Spanish and English
- Customer service experience
- Computer navigation and typing proficiency
- Strong reading comprehension and written communication skills
- Experience using social platforms (forums, Facebook, twitter etc.) at a personal/professional level
- Be able to operate independently without supervision as well as work in a team environment
Education and/or Experience:
Bachelor's degree in relevant field required (successful candidates have a four-year degree in English, marketing, business, journalism, communications or similar concentration) or three years experience and knowledge of specific industry and job-related skills in lieu of educational requirements.
Benefits: Bachelor's degree in relevant field required (successful candidates have a four-year degree in English, marketing, business, journalism, communications or similar concentration) or three years experience and knowledge of specific industry and job-related skills in lieu of educational requirements.
From versatile health perks to new career opportunities, check out our benefits on our careers website.
Employment is contingent on Successful completion of a pre-employment screen, which may include a drug test.
Salary Range: USD $51100.00 - $73000.00 / Year 
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