Customer Care Senior Associate

Req ID:279598

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Customer Care Senior Associate to join our team in Plano, Texas (US-TX), United States (US).

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short- and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

Pay for this role is $23hr

Basic Qualifications:

• 2 years Social Media Analyst/Social Marketing experience
• 2 years' experience with Microsoft Office Suite
• 1 year experience in consumer relations.
• 2 years' experience in a business role that required multi-level stakeholders' communication including customer complaint resolution.
• High School Diploma/GED

Responsibilities:

• Proficient computer skills and Microsoft Office Suite experience
• Communicate effectively to consumers' requests via social networks to team members.
• Monitors social networks for potential threats or opportunities.
• Respond in a timely manner to posts.
• Create engaging and inviting environments on all social networks.
• Display through appropriate vocabulary, friendly yet consumer driven care and concern.
• Oversee new associates working on the pages and provide daily insights on their progress.
• Generate reports to show social networking growth as well as areas of improvement.
• Usage & knowledge of Social Bakers daily to understand our brands presence in social media.
• Create new responses and protocols for social media channels.
• Analyze the engagement levels on our brand pages.
• Provide feedback to marketing with regards to but not limited to: content, what resonates with our fans, complaints, distribution, etc...
• Availability off hours via mobile phone as well as extended hours during crisis or recall situations.
• Maintain the company integrity and to follow our mission, vision, and values.
• Influence consumers across all social media channels.
• Handle a wide variety of social media inquiries, comments and quality issues with composure, humor, and empath.
• Attentiveness to potential legal concerns regarding consumer comments and agency posts
• Moderate all user-generated content in line with the moderation policy for each community.
• Coordinate scheduling of Posts across all social media channels
• Oversee the development and management of data collection, management and analytics tools and social listening tools.
• Develop and implement social listening plan to understand competitive intelligence, campaign monitoring and brand meaning.
• Identify trends in website traffic, customer reviews/ratings, social sentiment, and media performance for analysis.
• Understand the role of website content, coupons, etc and identify user experience gaps from website analytics.
• Execute targeted client advocacy campaigns across a variety of internal and external platforms.
• Results-oriented self-starter, with a strong sense of urgency, and ability to work in fast-paced environment.
• Success managing multiple initiatives effectively to meet timelines and expectations.
• Ability to gather, evaluate and interpret data with acute attention to detail.
• Strong critical thinking and communication skills.

New hire must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process.

*** All new hires will be required to successfully complete our Call Center training classes and demonstrate proficiency of the material.

Must Pass Drug screen.

Must Pass a background check with Education check and employment verification check.

Required schedule availability for this position is Monday-Friday 7:00 am ct to 7:00 pm (Central Time),Saturday mornings (rotating) 8:00 am to 12:00 pm (Central Time) could also be required.

Shift times may be changed as per client requirements. Additionally, Overtime may be required based on business requirements.

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About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients' long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.