CSC ServiceWorks Jobs

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CSC ServiceWorks Social Media Specialist, Customer Experience in Irving, Texas

Position Summary:

Primary responsibility for creating and maintaining successful customer support via our social media and digital channels. This role will be responsible for moderating the CSC social spaces to ensure rapid response to customer support conversations across various social media platforms with the ultimate goal of providing proactive customer support and the best possible experience regardless of how our customers choose to interact.

Key Job Responsibilities:

  • Be responsible for oversight of customer support inquiries in online community spaces and various social media platforms

  • Deliver timely and accurate responses to CSC customer support inquiries, both technical and non-technical

  • Cultivate proactive participation in online forums and social media sites to help drive first contact resolution

  • Monitor customer issues posted via Facebook, Twitter, LinkedIn, Instagram and other social channels or review websites

  • Coordinate responses from various organizations including customer care, product marketing, sales, billing, training, etc.

  • Help to create, develop and validate processes for responding to customer inquiries ranging from simple to complex

  • Monitor forums for civility; identify knowledge gaps for process improvement, customer support opportunities, and product improvements

  • Educate internal and external customers on company products and services.

  • Manage internal and external CSC knowledgebase content in support of omni-channel model

  • Provides analytical input related to trends within digital support channels and impact to the consumer/client experience

  • Collaborate with marketing team with a focus on short-and long-term planning to ensure effective customer support channels for social media and digital interactions with clients and consumers

  • Partner with leaders by strategically identifying business needs and propose solutions in line with the needs of our customers.

Required Education & Experience:

  • At least 1-3 years of experience in customer-facing role supporting customer inquiries, technical environment preferred

  • Bachelor’s degree or equivalent experience

  • Strong written communication skills, with a priority on writing for public-facing content

  • Ability to translate processes and technical information into clear, useful, simple language, i.e., through the “eyes of the user”

  • Strong negotiation skills; ability to manage difficult conversations

  • Passion for media, technology, and popular culture, with an understanding of existing and emerging US cultural trends

  • Experience with customer support management tools highly desirable

  • Ability to quickly adapt to a rapidly changing technology landscape

  • Organizational and time management skills

  • Must work well individually and in a team environment

Required Knowledge, Skills, and Abilities:

  • Ability to organize and manage multiple priorities efficiently while meeting deadlines

  • Have strong customer service skills

  • Excellent interpersonal and written communication skills

  • Computer proficiency in MS Office Suite, particularly Excel, Word and Outlook

  • Excellent analytical skills

  • Must be a self-starter and highly motivated

Special Requirements, Licenses, or Certificates:

  • Strong understanding of call center environment

  • Experience with customer support management tools

  • Experience navigating social media platforms (Facebook, Twitter, Instagram, LinkedIn, etc.) and digital technology (Android, IOS, apps, blogs, community forums)

CSC ServiceWorks is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status



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