Assistant Manager, CARE Social Media
Essential functions of the position.
The Assistant Manager, CARE-Social Media will help develop processes to effectively monitor and respond to external Social Media postings and internal customer feedback web channel. This position will provide analysis and improvement actions/recommendations to address the customer feedback and integrate with corporate Voice of Customer programs. Additional responsibilities of this position include reporting, communication and collaboration with other company departments to resolve and identify longer term improvements. Participation in development and ongoing improvements of social media and web platforms and processes. This position will support the overall CARE objectives and processes.
Monitoring and response to social media and web communications in a timely, responsive manner.
Data capture, analysis and improvement actions to contribute to short and long term improvements and VOC initiatives.
Coordinate closely with other departments and management for issue resolution and proactive tools, communications and processes to proactively address customer concerns.
Assist with development of systems, tools, databases to support customer feedback channels. Assist with customer feedback surveys.
All other duties as assigned.
Knowledge of HCA servicing products, processes, procedures
Competency with effective responses for social media conversations and email responses
General finance or auto finance a strong plus
Ability to handle multiple tasks and projects simultaneously and meet service levels
Ability to identify root cause, immediate and longer term solutions
Proven ability to effectively resolve customer problems and create a customer fan
Strong communication and interpersonal skills to develop solid working relationships within the company
Excellent understanding of the elements which impact customer satisfaction and customer retention
Strong written, verbal, and analytical skills
EXPERIENCE And EDUCATION
5+ Customer Service experience
2+ Customer interface experience with web and social media
2+ Complaint resolution experience