Advocacy Engagement Specialist

Comcast Philadelphia, PA

About the Job

Business Unit:

Job Summary:

Comcast’s Social Media Engagement Team has as its core mission engaging, delighting, educating and informing customers across various digital and social media channels. While other agents are primarily responsible for addressing specific service-related issues on social media, Social Media Engagement Team Specialists work in coordination with our Digital Care Team to tell our customer experience story through proactive conversations designed to build relationships and improve overall customer perceptions and attitudes. These specialists will look for opportunities on social media to engage customers and influencers in relevant one-on-one and one-to-many dialogues; and delight customers in innovative ways.

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Core Responsibilities:

  • Serve as day-to-day voice of Comcast Customer Experience on various social media channels
  • Proactively and innovatively engage in customer conversations across digital and social channels on third-party channels (Twitter, Facebook, Instagram, Reddit, etc.) and first party channels (video channels, corporate website)
  • Provide customers information about what Comcast is doing to improve its customer experience and drive traffic to relevant landing pages
  • Communicate proactively and share content to educate and inform Comcast customers across digital and social channels, often about highly sensitive announcements
  • Offer suggestions and tips to help customers maximize the value from their subscription
  • Share and amplify customer appreciation of products, services, and video content, and recognize customers for such online mentions
  • Exercise good judgment and adhere to customer interaction processes and guidelines on the company’s tone, messaging and branding
  • Understand and stay up-to-date with Comcast Customer Experience initiatives as well as the company's products and services
  • Remain aware of Customer Experience innovation timeline and plan content accordingly
  • Effectively work as part of a team that includes the Social Engagement Team Supervisor and the Product Education Team Supervisor and Specialists
  • Collaborate effectively with Corporate Communications, Marketing, and the Digital Care Team (social customer service)
  • Contribute to the development of ongoing insights regarding customers, digital and social channels, and products and services
  • Identify achievable metrics to track improvement of customer sentiment online and closely track each interaction and activity

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Associated Skills Competencies:

  • Strong and demonstrable experience in digital and social media
  • Demonstrable passion for customer engagement, experience, and service
  • Experience communicating with customers one-on-one and one-to-many on various social media channels
  • Ability to actively listen to customers during all interactions and respond with a mix of empathy, charm, wit and earnestness
  • Ability to effectively execute communications with an understanding of how to follow and incorporate tone, messaging, and brand guidelines while conveying a unique personality
  • Strong teamwork skills
  • Experience working and excelling in an entrepreneurial environment
  • Excellent written, verbal, and online communication skills and the creativity to develop engaging, fun content for audience members to use and share

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Qualifications:

  • Bachelor's degree required
  • Generally requires 2 – 5 years of experience (e.g., communications, digital, social media, creative agency, customer experience, community management or marketing)
  • Experience in a tech-related industry, preferably telecommunications
  • Writing and digital content samples preferred




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Comcast is an EOE/Veterans/Disabled/LGBT employer