[CUSTOMER ADVOCACY] Social Support Analyst, On-site in Irvine, CA

Position Summary:

TCL is looking for a passionate and energetic Social Support Analyst who is dedicated to enhancing the end-user experience and thrives on addressing customer challenges through social media. The ideal candidate will possess strong attention to detail, as well as excellent verbal and nonverbal communication skills. This role involves tracking and analyzing data for insights, collaborating with cross-functional teams, and working to elevate the overall perception of our brand. This role is integral to fostering a positive brand image and enhancing customer satisfaction through effective communication and problem-solving strategies.

Duties & Responsibilities:

• Monitor and respond to customer posts regarding TCL TVs across various retailer and consumer review platforms.
• Address inquiries from consumers on retailer sites and TCL.com related to product details, availability, and the application of products, services, and programs.
• Serve as the public voice of Customer Advocacy, ensuring responses align with the company's tone and culture.
• Deliver exceptional service by addressing product and service inquiries promptly.
• Conduct thorough research on customer issues, complaints, and comments, providing timely and comprehensive resolutions.
• Utilize available tools and resources to create a positive customer experience through social media interactions.
• Ensure customer satisfaction by managing complaints through various communication channels, including phone support.
• Accurately document customer interactions in our CRM system and, when necessary, process and submit service requests.
• Generate reports on trending products and customer feedback.

These duties are directly related to essential operations, safety, trust, and compliance obligations within our organization. Please note that job duties may evolve based on business needs, and additional responsibilities may be assigned as necessary to maintain operational efficiency and security.

Physical and Work Environment Requirements:

• This position is based onsite in Irvine, California. Regular in-person attendance is an essential function of the role.
• Prolonged periods of computer use, including viewing computer screens and using a keyboard, mouse, and other office equipment.

Qualifications:

• Exceptional written and verbal communication skills.
• Minimum of 2 years of customer service experience, preferably in a social media context.
• Strong initiative with proven ability to follow through on customer issues.
• A customer-first mindset that prioritizes the needs of consumers.
• Familiarity with online retail platforms such as Amazon.com and BestBuy.com.
• Working knowledge of various social media sites and platforms, including Twitter, Instagram, YouTube, Pinterest, Facebook, and Snapchat.
• Ability to thrive in a fast-paced environment while managing multiple tasks and adapting to changing priorities.
• Availability to work occasional weekends, holidays, and overtime as needed.
• Proficient in Microsoft Office Suite with a willingness to learn new software.

Benefits:

• Vacation: Starting at 5 days per year
• Health & Wellness Days: 10 days per year (prorated based on start date)
• Paid Holidays: 12 days per year
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k) Matching

Compensation:

Hourly salary ranges from $25 - $28 an hour.

Employment Authorization:

Candidates must be legally authorized to work in the United States at the time of hire. TCL North America does not currently sponsor employment visas for this position.

We are committed to fostering a diverse and inclusive workplace where everyone is treated with dignity and respect. We provide equal employment opportunities to all applicants and employees and prohibit discrimination and harassment on the basis of any characteristic protected by applicable federal, state, or local law. Employment decisions are based on qualifications, merit, business needs, and lawful work authorization requirements. We provide reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs and practices. Applicants requiring an accommodation in the application or interview process may contact [email protected].