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Marketing & Communications WellCare - Marketing Careers

Social Media Resolution Specialist Job

Full Job Title: Social Media Resolution Spec

Job Number: 1702159

Location: Tampa, FL

Date Posted: 5-18-2017

LOCATION: Idlewild Avenue, Tampa, FL
DEPARTMENT: Operations, Complaint Resolution
REPORTING TO: Supervisor, Operations

Responds to and resolves inquiries, comments, and questions (including escalated) received through social media outlets (i.e. Facebook/Twitter/Corporate blog/Online forums) to protect and enhance the company's reputation as a Fortune 250 company and a leader in government-sponsored health care programs. Responsibilities can include miscellaneous special project work. Acts as a subject matter expert and handles complex issues with ability/understanding/knowledge to triage to other functional areas as appropriate/needed.

Essential Functions:

  • Highly-visible role responsible for the day-to-day management of stakeholder inquiries on our social media platforms.
  • Identifies social media posts that require engagement and response.
  • Determines the nature and intent of social media comments including sentiment, urgency, and potential issues and implications.
  • Escalates customer service questions to other appropriate internal teams as needed.
  • Works cross-functionally in preparation of effective communications with stakeholders on social channels.
  • Works quickly, with great attention to detail, while managing competing priorities.
  • Logs, tracks, resolves and responds to all assigned inquiries and complaints while meeting all regulatory, CMS, and WellCare Corporate guidelines in which special care is required to protect and enhance WellCare's reputation.
  • Thoroughly researches issues and takes appropriate action to resolve them within turnaround time requirements and quality standards.
  • Identifies root-cause issues to ensure enterprise solutions and communicate findings as needed.
  • Shares case studies and best practices throughout the enterprise.
  • Contributes to the creation of documentation such as SOP's, FAQ's, and resources to be used by internal customer service agents.
  • Assists with special projects as assigned.
Additional Responsibilities:Candidate Education:
  • Required A High School or GED
  • Preferred A Bachelor's Degree in a related field
Candidate Experience:
  • Required 3 years of experience in a call center or customer service environment
  • Required 6 months of experience in healthcare environment
  • Preferred Other Social Media communication/Public Relations experience
  • Preferred Other A passion for social and digital media preferred
Candidate Skills:
  • Advanced Demonstrated written communication skills
  • Advanced Demonstrated interpersonal/verbal communication skills
  • Advanced Other Demonstrated interpersonal skills
  • Advanced Other Ability to exercise sound judgment
  • Advanced Ability to work within tight timeframes and meet strict deadlines
  • Advanced Demonstrated time management and priority setting skills
  • Advanced Other Demonstrate sense of urgency
  • Advanced Other Attention to detail; accurate and focused
Licenses and Certifications:
A license in one of the following is required:
Technical Skills:
  • Required Advanced Other Knowledge and understanding of social media platforms and their respective participants
  • Required Advanced Other Familiarity with social media listening tools

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Last Updated On: 12/9/2015