**What´s the role?** As a Social Media & Customer Relations Representative you will be responsible of reading incoming and social media messages (email, fax, and post) to resolve nature of customers' concerns and to resolve disposition and routing of claims received. Responsible for providing outstanding customer/member service and maintaining strong professional relationships with customers/members who transact online. Responsible for granting outstanding customer service to all Liberty customers via social media platforms (e.g. Facebook, Twitter) by utilizing outstanding and in-depth knowledge of company products and procedures. **How can you add value?** + Compose electronic responses in reply to inquiries concerning such items as requests for services complaint, damage claims, delinquent accounts, incorrect billing, or unsatisfactory service. + Gather customers’ records pertinent to specific problems; review them for completeness and accuracy. + Respond to a high volume of customer posts on Facebook, Twitter, etc. in consonance with pre-established company guidelines and procedures. + Dedicatedly encourage retention by contacting business clients at various high propensity churn points in their life cycle to assure customer happiness and to re-contract and extend our customer relationships where appropriate. Presents products/services in a courteous and genuine manner and adding solutions required. + Maintain files and control records to show social media activities. + Courteously and promptly resolve customer/member questions and problems or refers them to appropriate personnel. + Support brand dedication and encourage generation of user to build content via active community participation and conversation; manage online discussions by listening and responding to users (where appropriate) in a timely and authentic manner. Advance issues as needed and provide feedback on community happenings. + Research and identify bloggers/key influencers and associated communities for blogger/doer campaigns. + Dedicatedly supervise brand and relevant themes/news stories within the blogosphere and provide suggestions for timely content, assets, and conversations within brand communities. + Work daily with Social Media Supervisor and client teams ensure accurate messaging is being executed online and that it is relevant to client goals. + Direct customer interaction utilizing alternative methods, such as email and social media. + Assist customers in accordance with problem resolution of Service Complaints and Invoice Objections in accordance with Telecommunications Regulatory Board Laws and Regulations. + Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America’s policies, and procedures, including the Code of Conduct and Liberty safety standards and procedures. + Other functions may be assigned. **What do you need?** **Education and/or Experience:** High School Diploma. Associate degree preferred. 1-2 years of experience of office, clerical and/or customer service environment. Experience with computers and social media management & dynamics. 2 years of experience in Social Media, servicing and interacting with customers via Facebook, Instagram, LinkedIn, and Twitter is helpful. **Other Qualifications:** + Communications skills and social relations. + Strong sense of social media ‘lingo’ and the ability to interact with various age demographics. + Knowledge of Microsoft Office programs. + Able to work in a fast-paced, structured, dynamic, and high-transaction environment, with the competence to maintain composure in stressful situations and handle and diffuse angry or upset customers. + Possess strong written communication skills in order to efficiently connect with customers of vast ages, as well as handling confrontational and advance customer complaints in a controlled and courteous manner. + Ability to perform data entry of information fast and accurate. + Ability to sit and key data for long periods of time. + Bilingual (Spanish and English), verbal and written. **Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.** Assessment, background check and drug test will be required to successful candidate. If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency. **What do you need?** **Education and/or Experience:** High School Diploma. Associate degree preferred. 1-2 years of experience of office, clerical and/or customer service environment. Experience with computers and social media management & dynamics. 2 years of experience in Social Media, servicing and interacting with customers via Facebook, Instagram, LinkedIn, and Twitter is helpful. **Other Qualifications:** + Communications skills and social relations. + Strong sense of social media ‘lingo’ and the ability to interact with various age demographics. + Knowledge of Microsoft Office programs. + Able to work in a fast-paced, structured, dynamic, and high-transaction environment, with the competence to maintain composure in stressful situations and handle and diffuse angry or upset customers. + Possess strong written communication skills in order to efficiently connect with customers of vast ages, as well as handling confrontational and advance customer complaints in a controlled and courteous manner. + Ability to perform data entry of information fast and accurate. + Ability to sit and key data for long periods of time. + Bilingual (Spanish and English), verbal and written. **Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.** Assessment, background check and drug test will be required to successful candidate. If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency. **How can you add value?** + Compose electronic responses in reply to inquiries concerning such items as requests for services complaint, damage claims, delinquent accounts, incorrect billing, or unsatisfactory service. + Gather customers’ records pertinent to specific problems; review them for completeness and accuracy. + Respond to a high volume of customer posts on Facebook, Twitter, etc. in consonance with pre-established company guidelines and procedures. + Dedicatedly encourage retention by contacting business clients at various high propensity churn points in their life cycle to assure customer happiness and to re-contract and extend our customer relationships where appropriate. Presents products/services in a courteous and genuine manner and adding solutions required. + Maintain files and control records to show social media activities. + Courteously and promptly resolve customer/member questions and problems or refers them to appropriate personnel. + Support brand dedication and encourage generation of user to build content via active community participation and conversation; manage online discussions by listening and responding to users (where appropriate) in a timely and authentic manner. Advance issues as needed and provide feedback on community happenings. + Research and identify bloggers/key influencers and associated communities for blogger/doer campaigns. + Dedicatedly supervise brand and relevant themes/news stories within the blogosphere and provide suggestions for timely content, assets, and conversations within brand communities. + Work daily with Social Media Supervisor and client teams ensure accurate messaging is being executed online and that it is relevant to client goals. + Direct customer interaction utilizing alternative methods, such as email and social media. + Assist customers in accordance with problem resolution of Service Complaints and Invoice Objections in accordance with Telecommunications Regulatory Board Laws and Regulations. + Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America’s policies, and procedures, including the Code of Conduct and Liberty safety standards and procedures. + Other functions may be assigned.