Analyst, Social Media Customer Support

Job Description

The Customer Support Social Coordinator will be responsible for communicating with digital consumers, troubleshooting issues, answering general questions , and working closely with other team members to ensure the customer's inquiries are reported, prioritized, and resolved. The person must have strong interpersonal, customer service, and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time. Must be a quick learner and nimble with a st rong ability to multitask and must be familiar with video streaming and digital apps as well as the navigation of connected devices and smart TVs.
Language Requirement:
• The ability to speak, read, and write fluently in English
• The ability to speak, read, and write fluently in Spanish is a plus
Work Schedule:
Note: A flexible schedule is needed to occasionally accommodate business needs and support events occurring outside of your regular schedule .
We have monthly in-person events and trainings that will require in-person attendance at least twice a month.
• Expected Shift: 6a-3p, Sat – Wed CST
Your Role Accountabilities:
• Interact daily with customers via email, chat, phone, app stores, social platforms, and other forms of communication ensuring the customer's inquiry is responded to and resolved within SLA and target goals
• Monitor customer complaints on social media and reach out to provide assistance
• ​​ Communicate courteously and effectively to understand issues from the customer's perspective ​
• Ability to meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, and Quality Assurance
• Makes every effort to retain our customers business and ensure satisfaction at every step
• Keen to solve problems - do a little research to get the whole picture, and navigate towards customer-centric solutions within the parameters of established policies
• Liaise with other departments to ensure seamless communication and successful resolution of company-wide inquiries, issues, concerns, etc.

Qualifications & Experience:
• Associate's degree or equivalent 2-years customer service experience required; 3+ years preferred
• Knowledge of mobile apps, connected devices, and digital TV technology
• Experience with Zendesk preferred
• Strong technical, problem-solving, and communication skills
• The capability of crafting consumer-facing communications in an adept way to resolve issues and maintain consistent brand voice
• Strong ability to multitask; complete troubleshooting steps while maintaining customer and internal team communication
• Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
• Strong analytical and critical thinking skills
• Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
• Ability to adjust priorities and manage time wisely in a fast-paced environment
• Commitment to teamwork through relationship-building, reliability, trust, and collaboration

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, union status, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-0223ne-216-73-216-0-42 in your application.