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Social Media Care Specialist

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he Social Media Care Specialist is responsible for engaging with our customers in the social media space, including forums, social networks and other social channels, as applicable. While day to day responsibilities center on social care, you will gain exposure to a broad range of experiences across our business, manufacturing and dealer network allowing for a career path at the company in many diverse areas such as marketing, communications, network, business planning, research, quality and more. The selected candidates primary responsibilities are: work with the listening specialists to identify conversations to participate; participate and mediate real-time conversations with customers about our brands, products, dealers and content; answer customer comments; become a trusted friend online; partner with multiple departments, vendors which generate content on a daily basis on behalf of the company -- including but not limited to agencies, PR, Legal, Events, Quality, Warranty, and Technical Service Operations. Offer proactive assistance to customer's online requesting assistance with finding information on the owner sites, vehicle or dealer locations, and product concerns/inquiries. You'll also be expected to effectively document customer interactions.Requirements: 
The Social Media Care Specialist – Connected Vehicle is responsible for engaging with our connected customers in social channels, including but not limited to app stores, forums, Facebook, Twitter, Instagram and YouTube. You will be the voice of Uconnect on these networks, providing support and sharing information on our connected features & services. 

While day-to-day activities center on social care, the Specialist will gain exposure to a broad range of experiences across our business. 

Primary Responsibilities Include: 

Sense of urgency and action regarding customer facing connected services related discussions on social forums 
Participate and mediate real-time conversation with consumers about Uconnect features and services, related topics and issues 
Offer proactive assistance to connected customers to improve their experience with connected services and features 
Partner with team Listening Specialist to identify conversation trends 
Answer customer comments and uphold credibility in social space 
Effectively document customer interactions through Engagement Tool and CRM system 
Act as Voice of Customer and effectively communicate customer’s feedback at all appropriate channels. 
Provide and present weekly and monthly summary of social activity and discuss improvement/ efficiency plans by channel 
Identify trends and escalate sensitive topics to connected services operations team and other appropriate partners including but not limited to agencies, Marketing, PR, Legal, Quality, and Warranty 
Identify and clearly communicate knowledge gaps to appropriate internal groups on behalf of Social Connect team 
Basic Qualifications: 

Bachelor's Degree 
MUST - 2+ years of experience in automotive industry (manager will not look at candidates without automotive experience.) 
MUST - Minimum of 2 years of Customer service and Social Media experience 
Proficient with primary social platforms --Facebook, Twitter, Instagram, YouTube, App Stores, Forums 
Self-motivated individual that can work in a face paced team environment 
Excellent writing and organizational skills 
Strong interpersonal skills, demonstrating empathy and commitment 
Demonstrates critical thinking and unique problem solving skills 
Proven history of multi-tasking while meeting deadlines 
Proficient in Microsoft Office Suite 
Preferred Qualifications: 

Technical and/ or engineering based skill set 
2+ years of experience on a Connected Services program at an automotive OEM 
Previous leadership experience 
Project management and/ or automotive research experience 
Familiar with Automotive Customer Care systems and Contact Center operations

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