Social Media Specialist

Department Summary

At Boost Infinite, we are redefining how mobile should be by providing customers with a refreshingly simple and transparent mobile plan on a cutting-edge network.

Our teams reimagine connectivity through new platforms, new business models, and new ways of thinking. Together, we’ll draw on our legacies of disruption to change the way the world communicates.

Job Duties and Responsibilities

Social Media Specialists will engage publicly through social media and represent Boost Infinite. Specialists will respond to customer inquiries both publicly and privately regarding non-technical services, general information requests, and customer-to-customer messages. 

Social Media Specialists will also partner with care agents on PM/DM handoffs to ensure a streamlined customer experience. Specialists will share insights and identify trends with stakeholders for process, tool, and resource improvement.

Primary responsibilities fall into the following categories:

• Deliver best-in-class customer support and brand engagement by identifying opportunities to engage with our customers 
• Monitor all active social media platforms including but not limited to Facebook, Twitter, Instagram, Reddit, YouTube, TikTok via live feed, and Sprinklr
• 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 caseload, 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, Reddit, TikTok, YouTube, 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:

• Provide best-in-class customer service through public social media channels and establishing long-term customer relations
• Assist customers with non-technical services and general information requests
• 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
• Meet all of DISH's performance expectations, including but not limited to, satisfying metrics, productivity standards, and goals
• Regular and predictable attendance
• Ability to work 40 hour week with non-traditional office hours including one weekend (8 hour) shift and other variable shifts including holidays and weekends

Potential Hybrid shift schedules are as follows:

• Tuesday - Friday (6am MT - 3pm MT), Saturday (8am MT - 5pm MT)
• Monday - Thursday (1pm MT - 10pm MT), Sunday (8am MT - 5pm MT)

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

Skills, Experience and Requirements

A successful Social Media Specialist/Associate will have the following:

• Customer service experience and a mindset that every customer matters
• Computer navigation and typing proficiency
• Strong reading comprehension and written communication skills
• Experience using social platforms (forums, Facebook, Twitter, Instagram 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

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Salary Range

Compensation: $57,400.00/Year - $82,000.00/Year
Compensation and Benefits

We also offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits.   

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.