Social Media Monitoring Specialist

Nutshell

Remote

Full-Time

Entry (0-2 yrs)

Marketing

Posted on September 23, 2020

What We're Looking For

Desired Education

A Bachelor’s degree is preferred but not required.

Pre-employment testing is required.

General Knowledge

Fluent in English (written and verbal). Resume must be in English to be considered.

Customer service experience & proven interest in long-term customer service field/career (e.g. this is not a temporary position)

Solid understanding of the internet and social media

Must have strong writing/grammatical skills as well as ability to present information and ideas logically and clearly; keen eye for detail also required.

Must have high-speed internet and smartphone with WiFi capabilities / ability to use social media apps for business purposes

Qualities

Passion for delighting customers

Likes to get things done

Commitment to delivering high-quality and defect-free work to clients

Ability to work well in a high-concurrency environment (many projects)

Capable of individual “deep work” as well as the ability to collaborate with a team to complete projects rapidly

Strong time-management skills and can meet deadlines consistently

Takes direction well, but also able to make decisions and take initiative

Strong communication skills

Ability to work independently

Up-to-date on the latest web technologies

Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated

Enjoys solving problems

Customer-centric mentality

Experience

At least 1 year of experience in phone or online customer service

What You'll Do

Responsibilities

- Providing excellent customer care services for each business that we work with and cultivate a unique connection with their audiences through computer and mobile phone customer service.

- Monitor activity on a high volume of client social profiles 2-3x daily.

- Utilize native social network monitoring dashboards and inboxes (Facebook, Twitter, Instagram, LinkedIn, YouTube, Blogs, Pinterest, etc.) as well as any third-party tools to monitor activity.

- Utilizing standard operating procedures, template responses and own judgment/critical thinking to resolve or escalate online questions or concerns.

- Utilizing available data and research to answer audience comments and direct messages.

- Collaborating with account manager to address unique inquiries and situations if/when needed

- Understanding and adopting brand voice to engage with audience and promote brand personality

- Ability to independently seek out answers and perform research and analysis to determine the best approach and response

- This position requires 40 hours of remote availability per week during our standard office hours (8am to 6pm EST)

- Requires reliable internet access

Percentage Breakdown

60% providing social media customer care services

15% utilizing and updating customer service standard operating procedures & responses

15% actively monitoring and performing proactive outreaching on social networks

10% collaborating with account managers

Training

Our “Bootcamp” web marketing training program will be provided for new WebFX “family members.”

Access to hundreds of online courses and training materials

Departmental trainings, trend watch reports, and monthly Lunch-and-Learns

What You'll Get

Opportunities for Growth

WebFX grew 250%+ over the past 3 years, and merit-based promotional opportunities are abundant for new family members who meet or exceed position performance metrics.

Longevity

WebFX is looking for candidates who want to work in customer service long-term as this is a stable and full-time indefinite position at WebFX within the social media customer service department.

No voluntary turnover in the last 4 years in our international remote team!

Compensation

Negotiable

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