Social Media Specialist

The Social Media Specialist will be responsible for ensuring overall company compliance is met for all social media activities across all programs. This includes monitoring social media activities for appropriateness, adverse event, and product quality complaint components. This position requires a critical thinker who can multi-task through multiple applications while understanding brand strategies and helping the team to achieve brand objectives. It requires individuals to have a creative side as well as confidence in writing in an open consumer forum.  This may include, but is not limited to, monitoring and moderation of blog content, video streams, and picture postings. Part time and full time opportunities are available. Must be available to work 7:00 a.m. - 7:00 p.m. Monday - Friday including weekends and a rotational holiday schedule.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Monitor social media activities and have the ability to identify adverse event, product quality complaint, and non-appropriate content
• Fuel discussions around product related news, tips, and insights as well as provide client with consumer insights that could assist in innovation, improvement, or product development
• Multi-task in various websites, each with its own objective
• Discern, analyze, and evaluate written and visual mediums to form a solid judgment
• Using guidelines established by the client, moderate and reply to consumer comments in a less formal environment (vs. email)
• Properly record escalated contacts in CRS as well as identify and escalate serious contacts to management
• Report identified Consumer Care Center training needs and system errors/discrepancies to the Team Lead
• Work with all levels of the organization
• Achieve the department and client metrics.
• Comply with all company and program related policies and procedures.
• Complete other tasks as deemed appropriate by supervisor.

LEADERSHIP RESPONSIBILITIES

This job has no supervisory or leadership responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Must have excellent interpersonal, organization, and verbal and written communication skills.
• Must demonstrate good listening, problem solving, and decision-making skills and comfortably provide feedback to Team Leads.
• Must understand the critical importance of exceptions customer satisfaction by displaying patience and empathy while bringing comments to a timely and mutually satisfactory conclusion.
• Must demonstrate a friendly, professional manner and set the example for other representatives.
• Must demonstrate good interpersonal skills and comfortably educate consumer on sensitive product issues via the proper channel.
• Must have a willingness to gain general knowledge of all products across all companies.
• Willingness to work flexible hours as needed.
• Strong work ethic/committed to the job/program.
• Ability to work independently with minimal supervision.

EDUCATION and/or EXPERIENCE

High school diploma or equivalent (GED, HSED) is required; Bachelor's degree from four-year college or university preferred.  Two years of customer service, public relations, or professional writing experience required. 

TECHNOLOGY SKILL BASE

This position requires a working knowledge of computer technology that includes: Intermediate MS Word, Social Media software and sites.  Ability to open multiple applications and navigate between the applications.  Also, individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and 24-7ContactCenter Resources.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is regularly required to sit for up to eight hours, and stand. Manual dexterity which allows the individual to use hands to type on a keyboard, use a mouse and write are required, as is the ability to talk, and hear. The employee must occasionally lift and/or move up to 20 kg.  Specific vision abilities required by this job include close vision.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The environment for which this position functions contains scents and fragrances related to product samples that are necessary to have on site in order to complete the essential job functions of this position or others positions within the same area.  Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.

Additional Information

All your information will be kept confidential according to EEO guidelines.