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Social Media- Sorter/ Moderator - Detroit

Job Title
Social Media- Sorter/ Moderator - Detroit
Job ID
27421920
Location
Detroit,  MI
Other Location
Description
  • Social Media - Sorter

General Purpose: Responsible for customer assistance and marketing support service to customers on Automotive Forums, Twitter and Facebook pages as well as other social platforms

Major Job Duties and Responsibilities

• Understand the business pillars and goals between Social Care, Brand Engagement, Marketing, PR and Communication swim lanes throughout Facebook, Twitter, Instagram and other social platforms

• Monitor Facebook, Twitter, Instagram and other social platforms and identify Customer Care items that will be assigned to the care team for engagement

• Monitor Facebook, Twitter, Instagram and other social platforms and identify Sales Assist or Lead Generation posts that will be assigned to the care team for engagement

• Monitor Facebook, Twitter, Instagram and other social platforms and identify opportunities for the brand to engage in conversation to increase brand awareness, engagement and retention

• Participate in any required training/industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required

• Provide exceptional service to all internal and external customers

• Adhere and contribute to defining processes that produce best-in-class social consumer care experiences, focusing on constant improvement and a value-based approach

• Utilize correct tools to efficiently manage multiple concurrent activities

 

Required Skills/Experience

• 1+ years’ experience in customer service related profession

• 1+ years experience with social platforms (forums, Facebook, twitter etc.) at a personal/professional level

• Ability to make decisions that benefit the customer and company goals during times of ambiguity

• High-level knowledge with social platforms

• Computer navigation and typing proficiency

• Strong reading comprehension and written communication skills

 

Required Education/Training/Certifications/Licenses

• Bachelor’s degree (English, marketing, business, journalism, communications or similar concentration preferred)

 

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