Sr. Specialist, Digital Online Reviews & Customer Engagement

About the Role

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

The Sr. Specialist, Digital Online Reviews & Customer Engagement is responsible for leading AT&T’s online product ratings and reviews. This role ensures timely, empathetic responses that strengthen customer trust and brand reputation, while also driving insights from feedback to improve the digital experience across AT&T’s product ecosystem. The ideal candidate is a collaborative customer advocate who excels in critical thinking and data-driven decision-making, with the ability to build relationships, drive change, and communicate effectively across multiple digital platforms.

Key Roles and Responsibilities

• Professionalism and Problem-Solving: Resolve escalated issues with professionalism, a calm demeanor, and effective problem-solving skills.
• Collaboration and Communication: Collaborate with internal/external entities and communicate clearly to resolve complex customer issues.
• Documentation and Feedback: Document interactions accurately and provide actionable feedback to improve processes and customer satisfaction.
• Training and Support: Train frontline agents and assist with real-time troubleshooting and system/application support.
• Strategic and Operational Management: Apply corporate initiatives tactically, manage schedule adherence, and oversee the escalation lifecycle end-to-end.
• Social Media Strategy: Develop social media strategies and monitor trends.
• Cross-Departmental Collaboration: Work closely with departments such as Marketing, PR, and Customer Service to ensure a cohesive brand experience.

Review Management

• Monitor and respond to high volumes of online customer ratings and reviews submitted post-purchase across AT&T digital channels.
• Success in this role will be measured by customer sentiment improvement, response time SLAs, review resolution rates, and contribution to digital customer experience goals.
• Identify and escalate urgent or high-impact issues to the Digital Customer Growth team and relevant stakeholders.
• View, edit, and post responses directly within the web portal, ensuring accuracy and consistency.
• Craft timely, professional, and empathetic written responses to customer feedback, questions, and concerns using the designated web portal.

Q&A Engagement

• Manage and answer visitor questions in product Q&A forums, ensuring accuracy and clarity in responses.
• Collaborate with Product Managers and other subject matter experts to resolve product or shopping process inquiries.

Workflow & Process Optimization

• Develop and maintain efficient workflows for tracking, prioritizing, and resolving reviews and questions.
• Coordinate with cross-functional teams (Digital, Product, Marketing, Operations) to address recurring issues and improve customer experience.

Analytics & Reporting

• Report on response rates, escalation volumes, common customer issues/themes, and customer sentiment.
• Track and benchmark AT&T’s online reputation metrics across competitors, highlighting opportunities for differentiation and growth.
• Conduct trend analysis to identify recurring pain points or emerging themes in customer sentiment and share insights with Product, Digital, and CX teams to drive improvements.
• Provide actionable insights and recommendations to drive improvements in customer satisfaction and product offerings.

Brand Advocacy

• Develop and implement strategies to enhance AT&T’s online reputation, foster brand love, and turn customer feedback into opportunities for advocacy.
• Ensure all public responses are aligned with AT&T’s brand voice and values.

Job Contribution

An experienced professional with in-depth knowledge, applying organizational practices to resolve moderately difficult problems. Works with independent judgment on expansive projects with minimal supervision, implementing policy changes to improve functions. Actions impact efficiency costs, schedules, and client relationships. Interacts primarily within the department and with General Managers and above across various teams.

Education and Experience

Bachelor's degree (BS/BA) desired. 2+ years of related experience. Certification is required in some areas.

Compensation and Benefits

Our Sr. Specialist, Digital Online Reviews & Customer Engagement earns between $87,200 - $130,800 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers.

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

Key Skills/Competency

• Customer Engagement
• Online Reputation Management
• Digital Customer Experience
• Customer Satisfaction
• Brand Reputation
• Problem-Solving
• Data Analysis
• Communication
• Social Media Strategy
• Cross-Functional Collaboration