Specialist-Social Media Customer Care

JOB SUMMARY 
The Social Media Care Specialist is responsible for reactive and proactive customer care by resolving questions or inquiries that come through Marriott’s social channels.  

The Social Media Care Specialist is savvy in the latest social media engagement trends and takes a proactive approach to build trust, loyalty, and advocacy by engaging guests where they are, shaping meaningful conversations, and protecting Marriott’s reputation in real time. They will positively represent Marriott online — while partnering closely with the relevant Customer Engagement Centers (CECs) and Corporate stakeholders, to strengthen social media presence.  
 
CANDIDATE PROFILE  
Education and Experience  
Required 
•    High school diploma/G.E.D. equivalent, secondary education, certificate, or local equivalent.
•    At least one-year of related work experience, preferably in a customer service or service recovery environment. No supervisory experience is required 

Preferred 
•    Strong customer service recovery skills, with an aptitude for relationship building and active listening
•    Familiarity with social media platforms and community management tools 
•    Experience with social listening or sentiment analysis

CORE WORK ACTIVITIES  
•    Review, research, and respond to customer inquiries, concerns, and feedback through approved social media channels. 
•    Manage and document customer cases from initial social media contact through resolution. This may require utilizing a variety of communication channels, including but not limited to: social media, email, telephone, etc.
•    Create and publish approved engagement content and participate in online conversations to support brand community initiatives.
•    Participate in social listening, customer feedback reviews, and process improvement activities. This may require analyzing customer feedback and communicating recurring issues, trends, and observations to leadership.