TITLE: Tier 1 Social Care
Job Type: Full Time
Start Date: December 4, 2017
Location: 14611 West Commerce Drive, Suite B, Daleville, IN 47334
At Concentrix we are fanatical about our staff and clients. We are tenacious in our pursuit of excellence and of high quality service. We’re not afraid of being bold and disruptive in the marketplace and we like shaking things up. We take our values seriously and they are threaded into everything that we do - we are ONE CONCENTRIX. Join us and BE the Difference for the world’s best brands!
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.
•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!***
•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
What we Offer: