Comcast Digital Care Supervisor in Tucson, Arizona

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary:

Responsible for the supervision of the day-to-day social media customer

service operations including procedures, policies, and supporting the

social media customer service team. Manages social strategies in

accordance with corporate goals for customer service function. Provides

daily supervision and promote the development of the company's Social

Media team in our Customer Service organization. Customarily and

regularly directs the work of at least two or more other full-time

employees or their equivalent.

Core Responsibilities:

- Supervises a team of social media specialists and customer support

representatives. Provides customer service leadership with regard to

all facets of operations analysis, performance management, and time

entry.

- Works collaboratively with other internal organizations to ensure key

messaging is consistent with brand campaign strategy and relevant in

social media platforms.

- Expands the company's social presence into up-and-coming platforms.

Prepares, analyzes, and manages operation through statistical analysis

of activity.

- Plans, develops, and administers customer service programs in

adherence with national and system customer service objectives.

- Establishes metrics oriented social media operation to measure the

impact of these tools on customer engagement efforts and opportunities.

Tracks effectiveness of individual posts and tweets along with

influencer monitoring and engagement.

- Engages with customers in real-time on social platforms to provide

superior customer service. Implements company policy, procedures,

standards, and goals.

- Works with the communications team and other parts of the company to

produce public talking points around an event. The public content will

be posted on social media properties with the aim of engaging our

audience.

- Leads root cause analysis on issues to support organizational change.

- Monitors customer service productivity in accordance with established

policy to assure adherence as well as completeness in all customer

transactions.

- Ensures proper scheduling for 24x7 real-time customer support

operations across social media platforms for tens-of-thousands of

monthly interactions with the company's customers. Focused on engaging

with customers on platforms where they are most active/comfortable.

- Consistent exercise of independent judgment and discretion in matters

of significance.

- Regular, consistent and punctual attendance. Must be able to work

nights and weekends, variable schedule(s) as necessary.

- Other duties and responsibilities as assigned.

Job Specification:

- Bachelor's Degree or Equivalent

- Generally requires 4-7 years related experience.

- Bilingual (English and Spanish) preferred.

- 2 years of supervisory experience or customer service escalation support experience in a high-contact or service-related call center/service environment required.

Comcast is an EOE/Veterans/Disabled/LGBT employer