Virgin Mobile

Customer Experience Agent – Social Media

Director of Communications

Customer Experience Agent – Social Media

20170816_134843.pngAt Virgin Mobile USA we are renowned for providing a unique and exceptional customer experience. Whether in banking, travel, entertainment, health and fitness or communications, Virgin is one of the most desirable brands in the world.


At Virgin Mobile USA, we connect people to the things that matter in life. The mobile world changes at a fast pace and so do we. We shook up the mobile industry with the launch of the Inner Circle by Virgin Mobile, changing the way that our customers experience mobile and, in the Virgin spirit, changing our business for good.


It has been just over a year since Virgin Mobile USA selected Kansas City as the location for its new headquarters, relaunching as a subsidiary of the Overland Park-based wireless giant Sprint. Since then, the team has moved into a swanky, downtown Kansas City office and hired 65 people.  


The Virgin Mobile Customer Experience Team

The Virgin Mobile Customer Experience team is creating the Virgin Evolution e-Care contact strategy map and promotes the member community as a place where members with preferences for social engagement can connect and join the Virgin Mobile conversation.


Our specialists re-define what a delightful interaction looks and feels like in a digital environment and contribute to the improvement of ongoing team processes, including test plans, automated testing and documentation. In short, the position will be an amazing part of an amazing team. Our team strives to make the member experience our best product and always put the member at the center of all Virgin communications and when making business decisions! The Customer Experience Social Media team is small, but mighty.


The Virgin Mobile Customer Experience Agent

Are you a social media guru? Do you enjoy actively connecting on Facebook, Instagram and Twitter. We're seeking temporary workers that can engage with and quickly respond to Virgin Mobile’s customers through a variety of media and communication tools, including social media, live chat, email and inbound calls.


If you're a fan of social media, well-organized and have a passion for customer solutions, then join our team as a Temporary Customer Experience Agent!


Keys to Success

  • Ability to own external and internal customer issues from start to finish
  • Ability to adapt quickly to changing customer expectations and needs
  • Ability to utilize active listening skills to understand and resolve customer issues; excellent communication skills
  • Ability to utilize strong analytical and decision making skills
  • Ability to navigate multiple computer applications and work from a dual monitor setup
  • Is a self-starter who is comfortable taking the initiative

Essential Functions

  • Respond to customers regarding their Social Media messages in order to improve their experience using Lithium Social Response and other internal tools
  • Resolve customers’ issues
  • Regular, dependable attendance and punctuality

Hours and Shift Work

  • Initial scope of need: January 8, 2018 – March 30, 2018, subject to change
  • Up to 40 hours a week
  • Ability to work a flexible schedule (including days, nights, weekends and holidays)
  • Current available shift: Thursday through Monday (Tues & Wed Off) 7am – 4pm.  If possible, it is requested that the resource work Monday through Friday during their initial onboarding (1 – 2 weeks).
  • Following initial training, the work will be performed at the Virgin Mobile office during the week days and from an offsite location (ex. Home) on weekends.


  • Education/Experience: High School diploma or equivalent. One year customer service experience preferred. One year experience operating a computer in a Windows based environment. Experience in Social Media or a Customer Care Chat channel preferred; sales experience is a plus.
  • Communications Skills: Ability to read and comprehend simple instructions, short correspondence, and memos; write simple correspondence; effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
  • Other Skills: Ability to provide outstanding customer service to external and internal customers on a consistent basis; ability to take control of and resolve customer issues; ability to adapt quickly to changing customer expectations and needs; ability to be a self-starter who is comfortable taking the initiative; strong decision-making abilities; strong analytical skills; excellent communication skills; ability to navigate multiple computer applications and work from a dual monitor setup; enthusiasm to continuously learn about new products and services; sales experience is a plus.

Contracting with Virgin Mobile USA

Customer Experience Agents will be employed by a staffing firm and staffed at Virgin Mobile USA.  Individuals offered the opportunity will be asked to complete employment onboarding with the suggested staffing agency prior to the first day at Virgin Mobile USA.


The Virgin Mobile Wardrobe

Changing mobile for good is hard work. At Virgin Mobile we are about disruption, challenging norms and creative freedom.  We want people to dress the way that allows them to channel their inner energy and give it their all!  Daisy dukes and pajamas certainly disrupt the norm, but may be a bit too "red hot" for our team. 



Please email a cover letter and resume to Amy Ellzey, director, people and culture, at


Connect with Virgin Mobile USA


Re: Customer Experience Agent – Social Media

How the hell do you contact an agent? This is not very intuitive.... I need to get my account number for the phone number [edited for privacy]


Re: Customer Experience Agent – Social Media

Hi there, Justin_Scott. Thanks for contacting us. 


Please, send us a private message with the phone number and PIN to check the account.