PPL Corporation Digital Media Specialist in Allentown, Pennsylvania
Digital Media Specialist
Work with business line management to create and fully develop PPL’s strategy for interacting with customers through multiple social media platforms.
Serve as an expert on multiple systems, teams, and processes used to research and resolve billing, account, or technical issues.
Partner and build relationships with internal cross-functional project teams to identify, manage, research, and resolve service-related support cases and drive them toward resolution.
Learn and retain knowledge of the PPL brand and its corresponding products and services.
Share insights and learning points with social care leadership to drive operational improvements.
Support team in web and all other customer-facing digital channels.
Serve on social care team to resolve customer service issues and handle all inbound social media customer communications.
Deliver superior customer service, tackling social care volume in real-time, successfully resolving as many issues as possible as quickly as possible while driving an extraordinary customer experience.
Take ownership of any interaction with an individual customer and see that interaction through to its successful resolution or escalation if necessary.
Update customers proactively with progress of their issue resolution.
Listen and provide timely responses to customer inquiries; responding or escalating issue according to engagement guidelines developed by social care team.
Consistently meet performance metrics for customer satisfaction, response time, resolution time, handle time, etc.
Maintain thorough knowledge of various social technology platforms and escalation workflows used on the account.
Serve on the emergency on-call roster and be prepared to manage and support customer engagement during crisis communications activities.
Provide consistent brand voice and tone when responding to end-use customers.
Ensure consistency and quality of customer interactions and adherence to PPL brand and customer service guidelines including appropriateness, tone, messaging, grammar, and spelling.
Execute email communications and serve as a Subject-Matter-Expert (SME).
The Digital Media Specialist will work with business line management to develop strategies for interacting with PPL customers over multiple social media platforms to address customers’ service and billing issues. At the core of this responsibility will be the Digital Coordinator’s knowledge and experience with such platforms (Facebook, Twitter, Google+) and utilizing their broad and deep expertise in participating with business line management in the creation and evolution of PPL’s social media strategy. The goal is to interact with customers on their terms through media that is faster and more comfortable for them. Related to working with business line management to develop PPL’s social media presence, the Digital Coordinator will also provide our timely and accurate resolution of a variety of different customer service issues that they communicate through various digital media channels. These issues cover a whole range of common complaints that can generally be resolved shortly after engaging with the customer. Once in communication with a customer, the Coordinator will own that conversation until resolution or an escalation of the issue takes place and the loop is closed. Using PPL’s customer service tools and training, the Coordinator will help as many customers as possible solve lower complexity issues. The Coordinator is expected to follow current social media best practices, exercise independent judgment and discretion, have strong written communication skills, and be able to work independently and think critically to analyze and resolve customer service issues.
There are 2 positions for this requisition. 1 is scheduled to work Monday through Friday 8:00AM-5:00PM with some weekend coverage; whereas, the other position is scheduled to work Monday through Friday 11:00AM-8:00PM with some weekend coverage.
Candidates must meet the basic qualifications and pass all required tests or assessments to receive consideration. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility form upon hire.
Bachelor's degree from an accredited college or university with major course work in marketing, business, communications, digital media or related field required.
Excellent analytical, problem-solving, and decision-making skills.
Equal Employment Opportunity:
Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.
Regular or Temporary:
Two years of experience with digital care operations and processes.
Demonstrable customer mindset and a passion for helping people resolve any problems they are having.
Social prowess-experience in digital and social media.
Able to recognize the potential of an issue to be affecting a large number of customers, and make proper decisions on how to triage and proactively deal with the situation.
Understand when it is required to alert senior leadership about a customer experience.
Experience collaborating and working successfully with multiple stakeholders and teams.
Keen business process intuition, strong interpersonal skills, and a team-player approach.
Proven ability to maintain composure in stressful situations.
Exposure to social media platforms, management and/or social listening tools such as Hootsuite.
Strong attention to detail and high standards for quality work product.
Experience with Hootsuite, Salesforce.com, Google Analytics, Wordpress and mobile SMS communications a plus.
Full-time or Part-time:
As one of the largest investor-owned companies in the U.S. utility sector, PPL Corporation delivers on its promises to customers, investors, employees and the communities we serve. Our utilities – Western Power Distribution, Louisville Gas and Electric and Kentucky Utilities, and PPL Electric Utilities – provide an outstanding service experience for our customers, consistently ranking among the best in the United States and the United Kingdom. PPL has grown from a company with customers and facilities in one region of Pennsylvania to a diverse energy company with more than 10 million customers in the U.S. and the U.K. PPL provides energy for millions of customers while providing challenging and rewarding careers for thousands of employees around the U.S. and abroad. Follow PPL Corporation on social media Twitter: @PPLCorporation (https://twitter.com/PPLCorporation) LinkedIn (https://www.linkedin.com/company/ppl-corporation)Follow PPL Electric Utilities on social media Twitter: @PPLElectric (https://twitter.com/PPLElectric) Facebook (www.facebook.com/PPLElectric)