About

• Provide quality customer service experience to our consumers and customers Maintain effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of Company products and programs Gain a working knowledge of Company systems and processes Attend appropriate training classes to continually work towards self-development to stay current on customer service procedures & practices Problem solves in a professional and effective manner. Communicate effectively with consumers via all channels (Including but not limited to: telephone, email, letter, chat, text, social media, etc...) Answer incoming faxes, calls, voicemail and emails and input data and file Address issues to provide first call resolution English speaking resources who can Communicate effectively to consumers' requests via social networks to team members Monitors social networks for potential threats or opportunities Respond in a timely manner to posts Create engaging and inviting environments on all social networks Display through appropriate vocabulary, friendly yet consumer driven care and concern Oversee new associates working on the pages and provide daily insights on their progress. Generate reports to show social networking growth as well as areas of improvement Usage & knowledge of Social Bakers daily to understand our brand's presence in Social Media Create new responses and protocols for social media channels Analyze the engagement levels on our brand pages Provide feedback to marketing with regards to but not limited to content, what resonates with our fans, complaints, distribution, etc... Availability off hours via mobile phone as well as extended hours during crisis or recall situations Maintain the company's integrity and follow our mission, vision and values Influence consumers across all social media channels Handle a wide variety of social media inquiries, comments and quality issues with composure, humor and empath Attentiveness to potential legal concerns regarding consumer comments and agency posts Moderate all user-generated content in line with the moderation policy for each community Coordinate scheduling of Posts/Tweets across all social media channels Oversee the development and management of data collection, management and analytics tools and social listening tools Interface with cross functional teams and our partner agencies Develop and implement social listening plans to understand competitive intelligence, campaign monitoring and brand meaning Identify trends in website traffic, customer reviews/ratings, social sentiment and media performance for analysis Understand the role of website content, coupons, etc. and identify user experience gaps from website analytics Execute targeted client advocacy campaigns across a variety of internal and external platforms Ensures accurate and timely completion of transactions to meet or exceed client SLAs. Works on preparation of SOPs / process transitions. 2 years' experience in customer service 2 years' experience in office environment 1 years' experience with Microsoft Office Suite High School Diploma/GED Must be fluent in English and Spanish Demonstrated attention to detail, time management and organizational skills.