Digital CX Brand Specialist

Digital CX Brand Specialist

Requirements

• Fluent in reading, writing, and speaking English.
• Excellent English grasp of grammar, punctuation, and spelling nuances.
• Excellent written and verbal communication skills, comprehension skills and thorough attention to detail.
• 1-3 years of experience leading social communities for brands or organizations preferred, online user-to-user support, community management social media, or marketing communications.
• High-level understanding of digital channels, including similarities and differences between social media networks, messaging apps, web-based chat, community forums, consumer review sites, self-service content, and e-mail. Must also understand the difference between as well as using social media on behalf of a company as opposed to personal use.
• Previous experience with social media management tools such as Sprinklr, Khoros, etc. or other related technology platforms preferred.
• 1-3 years customer service experience or experience working in a related industry preferred.
• 1-2 years of experience with Google Suite programs and MS Office programs.
• Ability to quickly adopt and retain high-level knowledge and expertise on client’s products and services.
• Strong organizational and time management skills.
• True ownership mindset with resilience and resolve to follow-through.
• Typing speed of 40 words per minute (WPM) is desirable.
• High school diploma required.
• Ability to work 9am-5pm MT Monday-Friday, along with occasional weeknights and/or weekends for special event coverage.

Responsibilities

• Reply to brand engagement-related social media consumer posts (including Twitter, Instagram, and Facebook) on behalf of client partner, adhering to client-specific social media playbook and guidelines including engagement protocol, voice/tone, and escalation procedures, during designated support business hours.
• Maintain a consistently high standard of brand responses as well as productivity in the day-to-day of the role.
• Proactively research, locate, surface, and potentially engage in timely and brand-appropriate sharable user-generated content (UGC) to recommend for repost across client-owned social channels.
• Support and expand proactive social listening to: Identify opportunities to create more personalized, near real-time customer-influenced engagement replies and content. Pinpoint emerging customer trends in real-time to elevate as wider call-to-action / user-generated brand engagement opportunities. Locate and support ‘newsjacking’ opportunities; i.e. flagging potentially relevant trending hashtags, social, and/or cultural moments for engagement and/or content creation inspiration. Track consumer response to GTM roll-outs and competitive insights as requested.
• Proactively recommend new content or effective brand engagement solutions, based on observations, trends, and information gathered from results of digital engagements and additional community insights.
• Ensure escalations are processed correctly and in a timely manner using the appropriate and necessary tools and processes.
• Provide accurate and relevant feedback on internal processes and tools to internal departments (including team lead, social media analysts, and account management) and/or clients to identify information that can be used to optimize current processes, such as the development of knowledge base (KB) resources for the team.

Preferred Qualifications

• 1-3 years of experience leading social communities for brands or organizations preferred, online user-to-user support, community management social media, or marketing communications.
• Previous experience with social media management tools such as Sprinklr, Khoros, etc. or other related technology platforms preferred.
• 1-3 years customer service experience or experience working in a related industry preferred.
• Typing speed of 40 words per minute (WPM) is desirable.