Bose E-Solutions Social Media Support in Westboro, Massachusetts

Job Description

The E-Solutions Social Media Support Team role includes a wide range of activities across many online channels, social media, & executive level escalations. The role is defined as a point person who works with the both E-Solutions and online community manager. Interfaces with E-solutions leadership team on overall best practices for all online interactions and escalations. Responsibilities include ensuring the team represents the voice of Bose in all social media, and escalated interactions; including the overall collaboration with other global Bose organizations. The goal is to ensure that we are consistent in our efforts to promote our brand online and provide the best service to our customers.

  • Lithium community forum moderation

  • Encourage the “We’re here to help” philosophy with the team for online customer interactions

  • Respond to online reviews and support customers directly when necessary

  • Respond to Best Buy/Amazon Ask & Answer

  • Work with other teams to acquire most up to date product information and provide accurate guidance to customers online

  • Maintain and manage scheduling to ensure response SLA’s are being met consistently

  • Monitor and respond to reviews on app stores for Bose apps as needed

  • Outbound calls to customers for SaveDesk Escalations

Skills / Competencies

  • Exhibits a professional/conversational tone when writing online

  • Deep knowledge of Bose products with an emphasis on Wi-Fi enabled SoundTouch products

  • Ability to multitask and provide support on any activities where assistance is needed

  • Proficient with use of Facebook/Twitter and support forums

  • Familiar with internet culture and online interactions

  • Strong command of grammar, language, and proper spelling

  • Ability to type 40 words per minute

  • Confidence in conflict resolution

  • Ability to make decisions and/or take a creative approach to turn detractors into Bose advocates

Associates Degree preferred with Minimum of 3 years of customer service experience required.

Bose is an equal opportunity employer that is committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. For additional information, please review: (1) the EEO is the Law Poster (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf); and (2) its Supplements (http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm). Please note, the company's pay transparency is available at http://www.dol.gov/ofccp/pdf/EO13665PrescribedNondiscriminationPostingLanguageJRFQA508c.pdf. Bose is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the application or employment process, please send an e-mail to Wellbeing@bose.com and let us know the nature of your request and your contact information.

Privacy Policy at http://www.bose.com/content/dam/BoseDAM/Web/consumerelectronics/global/content_pages/corporate/careers/PDFs/Bose-Privacy-Policy.pdf

Cookie Policy at http://www.bose.com/content/dam/BoseDAM/Web/consumerelectronics/global/content_pages/corporate/careers/PDFs/Bose-Cookie-Policy.pdf

Terms and Conditions at http://www.bose.com/content/dam/BoseDAM/Web/consumerelectronics/global/content_pages/corporate/careers/PDFs/Bose-Terms-and-Conditions.pdf

We’re a company built on disruptive innovation—having the courage to challenge the status quo, an unwavering commitment to our customers, and the fundamental belief that anything is possible. We never settle; we have a passion for discovering better ways to help people enjoy the things they love. We need people like you, people with better solutions. If you join us, you’ll find the opportunity to do your best work and the freedom to enjoy it. Here, every employee has the opportunity to build their own success and contribute to ours. It’s an atmosphere of trust, collaboration, high expectations, and great reward.