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Tier 1 Social Care

Req #: CNX00046573
Location: Daleville, IN US
Job Category: CRM


The social care agent is the voice of the TurboTax brand in highly visible care interactions. Our goal in the Social Care channel is to turn every social poster and viewer into a promoter. More and more, customers are turning to Social channels, over traditional channels, as a way to engage with our brand or to resolve their issue. Our Social Care team protects the TurboTax brand in our dedicated channels, by maintaining continuous presence, engaging on and resolving Care questions and monitoring and escalating non-Care issues.


Job Duties:

•Resolve customer issues over Facebook and Twitter, by providing authentic written responses to customers, that represents the TurboTax brand in a human (non-marketing) way

•Turn posters and viewers into promoters by connecting with each and every customer using superior soft skills and empathy

•Answer and engage on social posts regarding a wide variety of topics, from troubleshooting TurboTax products, answering billing questions, providing basic tax information

•Use good judgment to determine whether a post is a care or non care and/or handled public or privately, then apply defined procedures.

•Utilize all available resources to provide 100% accurate resolutions

•Work as a team to answer posts collaboratively as needed

•Execute response plans on sensitive, controversial topics

•Defuse and deescalate high tension care situations

 

Your Typical Deliverables:

•High quality customer interactions, with a focus on creating net promoters.

•Engage with customers accurately and proficiently, while striving to meet defined goals

•Utilize and leverage toolkits and external resources to research and deliver the right answer to customers

•Document and share voice-of-customer, emerging issues and product defects with the right team in effort to continually improve the customer experience

 

Please send resumes to:  Arika.Aerts@concentrix.com

 

*FUN WORK ENVIRONMENT Dress code - Jeans / casual environment

 

***PROMOTIONS WITHIN THE COMPANY!***

Qualifications

 

What we're looking for:

•Possess above average English writing proficiency and attention to detail; ability to proofread all posts for perfect grammar, spelling and sentence structure

•Possess strong interpersonal skills, along with ability to empathize, connect and otherwise engage with all customers in a casual, personalized environment

•Possess strong critical thinking and problem solving skills

•Possess strong keyword search skills using Google search

•Experience with multiple social media channels including but not limited to: Facebook, Twitter, LinkedIn, Instagram, Google+, community forums

•Ability to maintain a level head in fast paced constantly changing environment.

•Reliable and satisfactory attendance history

 

Requirements:

  • Each candidate for the Social Care Agent role must:
  • Pass the Social Care Screening Survey
  • Satisfactorily complete any and all written response assessments

 

What we Offer:


Concentrix provides our associates with:
  • Career Pathing and Advancement Opportunities
  • Competitive salary
  • Monthly performance incentives
  • Health insurance (Eligibility requirements must be met)

The Company:


Concentrix is a high-value global business services company. With more than 90,000 staff in 25 countries, we focus on customer engagement and all that supports it. We do so by partnering with clients to improve the customer experience and business outcomes. For information, recent news, and to follow Concentrix on Twitter, Facebook, LinkedIn, Google+ and YouTube, visit www.concentrix.com.

Concentrix - A SYNNEX Corporation Company (NYSE: SNX) is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy

         WE Drive Results... WE Deliver Service Excellence... WE Act With Integrity... WE Are One Team

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