Job Openings >> Social Media Moderator
Social Media Moderator
Summary
Title:Social Media Moderator
ID:1347
Department:Customer Care
Location:Costa Mesa
Brand:Ultra Mobile
Description

OUR TEAM IS GROWING!

At Ultra Mobile we develop the most innovative, customer-centric and cost-effective mobile communications solutions in the industry. With our creativity, passion, and energy, we seek to better ourselves, our families, our business and the global communication industry as a whole.

 

We’re looking for a dynamic Social Media Moderator to join our Customer Care Team in Costa Mesa, CA! The Social Media Moderator is a customer experience Rockstar with a focus on Social Media and VIPs who’s constantly looking for innovative ways to surprise and delight our customers. At Ultra Mobile, you'll join a company that feels like a start-up and has the revenue of a larger business. We can offer you a fast-paced and driven working environment with challenging work, Fortune 500-style benefits, and great colleagues as well as career development opportunities.


ABOUT THE ROLE

As Social Media Moderator, you will optimize our customer experience approach and execution for one successful, well established brand, one exciting rapidly growing brand, and several new business lines.

Responsibilities and tasks for the role includes below but not limited to are:

Social Media

Reddit & Community: Cases where it would be easiest for us to DM the customer to provide further support.

  • Phone troubleshooting: Compatibility, can’t receive texts voicemail or calls
  • Quality One purchases: Didn’t receive order, tracking, refund, phone purchased isn’t compatible
  • Account Issues: Account suspended, promotions (next steps)
  • Service Concerns: No calls, coverage, international calling, roaming
  • Payment issues
  • Marketing issues: (Emails and or texts) that we need to look into why customer received

Trustpilot:

  • Quality One Purchases: Didn’t receive order, tracking, refund, phone purchased
  • Service Concerns: No calls, coverage, international calling, roaming
  • Refund Requests

Facebook & Instagram: Customer has expressed their concern and frustration across the channel. Their issue has been addressed but they need to be further educated about the outcome of their case.

  • Phone troubleshooting: Compatibility, can’t receive texts voicemail or calls
  • Service Concerns: No calls, coverage, international calling, roaming
  • Account Issues: Account suspended, promotions (next steps)

Influencer/Ambassador/Affiliate Program: Partners that we are working with to increase brand awareness should receive exceptional support in order for them to view us positively

  • As we continue to grow this program, we expect to be able to immediately support customers who are in these programs

 

VIP

The VIP Team is a highly skilled group that handles the most critical and highest priority customer escalations/tickets across the Care department. Escalations can come from both external subscribers and internal sources, i.e.: Executives, Managers, Supervisors, etc.

  • Oversee VIP team to ensure all escalation processes are being followed, timelines are met, and resolutions are completed
  • Ensure all of the communications from VIP to customers are done in a professional and courteous way that represents Ultra/Mint brand
  • Provide support to the VIP team by empowering business decision making, agility to seek alternative resolutions, and ultimately making things right for the customer & company

 

Other Duties

  • Assist with refunds, returns, and reships when needed
  • Back up POC for our remote sites with escalated account reviews
  • Liaison between different departments

 

WHAT YOU BRING

  • 2 or more years of experience in telecommunications customer service
  • Bachelors preferred
  • Ability to work well with agent, management, and executive level employees
  • Must have effective communication, writing, analytical and organizational skills
  • Have the ability to work with people from different backgrounds and different departments
  • Have the ability to multi-task and handle multiple concerns at all the same time
  • Highly motivated, results-driven, and resourceful
  • Excellent problem-solving and decision-making skills
  • Experience using Social Media outlets
  • Customer advocate, not afraid to raise concerns and propose solutions

 

WHO WE ARE

Ultra Mobile and Mint Mobile. Our two brands are basically the Batman and Superman of the wireless industry, saving our customers from our overpriced competitors with incredible prices and premium wireless service. We are inventors and innovators who believe in owning the outcome of everything we do, being action-based, and embracing the journey we’re on as a team.

WHAT WE DO

We harness the power of innovation in the telecommunications industry with the nation’s fastest, most-advanced 4G LTE network served up at the best prices. Ultra serves the international community residing in America with low-cost plans that include unlimited global text and international calling to 80 destinations. Mint, our online only brand, is disrupting the digital sphere with big bulk savings on 3, 6 or 12-month plans catered to the domestic user. Together, both brands connect people everyday, everywhere with the click of a button…er touchscreen.

$1,000 REFERRAL BONUS
Does this position sound like someone you know? If you’re the person for the job, apply! If we don’t seem to be the right fit, refer a friend or colleague or that person that lives down the street and you can get $1,000. Just send an email to referralbonus@ultra.me with

  1. Your name
  2. Their resume or link to their LinkedIn page

If we hire them and they stay for 90 days, you get $1,000 dollars! For more details on restrictions and rules, please email referralbonus@ultra.me

 

 

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