Intern - Social Media Advocacy Analyst - Summer 2021
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
Job Summary
Lumen’s internship program is a 10 week, fast-paced and exciting opportunity to gain professional experience within your field of study and career interest. As part of Lumen’s Consumer Marketing, the Social Media Advocacy Response team is responsible for replying to customer inquiries via the CenturyLink branded social media platform such as Facebook and Twitter. This team responds to the customer post or tweet, engages with the customer to resolve the issue, and follow up as needed to ensure everything is done for the customer while providing an excellent customer experience. This internship will take place in Monroe, LA with the capability of working remotely. In addition, interns will connect to our company culture through community outreach projects, engage with our employee resource groups and be able to develop their professional skills and business acumen through frequent exposure to senior leadership, cutting-edge technology, groundbreaking projects, and a network of mentors and fellow interns. Come Intern with us and create the beginnings of a career right for YOU!
Job Description
- Understand the daily Social Media customer service workflow management.
- Build an understanding of the overall Customer Advocacy Group structure and model.
- Complete a competitive analysis of the CenturyLink social media customer service landscape.
- Understand and analyze the role forums and/or communities play within digital customer service support models.
- Identify growth opportunities to better engage and serve customers by enhancing their knowledge of CenturyLink and creating a positive experience.
- Develop recommended customer engagement opportunities for CenturyLink consumer advocacy.
- Design customer service implementation models for a quick and effective go-to-market strategy.
- Provide ongoing updates throughout the project to the Customer Advocacy Leadership team.
Qualifications
Minimum Requirements:
• Pursing a Bachelor's degree in Business or related field.
• Enrolled at a 4-year accredited college or university; preferred senior level status at the start of the internship (graduating after August 2021).
• Minimum Cumulative GPA: 3.0 or higher.
• Must have transportation to/from work daily.
• Must be available to work 30 – 40 hours, during the specified 10-week timeframe; June 1, 2021-August 13, 2021.
• Ability to research and analyze data.
• Ability to communicate ongoing updates via appropriate medium.
• Ability to present findings and recommendations to CAG leadership.
• US Work Authorization Required
Education
Bachelor's Degree