Social Media Care Specialist

Job Summary

To enhance customer engagement, the full-time Social Media Care Specialist will manage and respond to inquiries on Marriott's social channels, utilizing proactive strategies to foster trust and loyalty while collaborating with Customer Engagement Centers and corporate stakeholders in a remote setting.

Key responsibilities

• Review, research, and respond to customer inquiries and feedback through approved social media channels
• Manage and document customer cases from initial contact through resolution using various communication methods
• Create and publish approved engagement content while participating in online conversations to support brand initiatives

Required qualifications

• High school diploma or G.E.D. equivalent
• At least one year of related work experience in customer service or service recovery
• Familiarity with social media platforms and community management tools
• Experience with social listening or sentiment analysis is preferred