[Hiring] Social Media Analyst @The Hershey Company

Role Description

Respond to consumer questions and complaints via social media while also generating data reports as requested.

• Respond to consumers who contact us via social media within our two-hour SLA window.
• Apply existing categorizations to inbound messages from consumers within our social media monitoring platform Sprinklr.
• Enter relevant consumer data obtained via social media into our case management system Astute.
• Resolve consumer issues according to existing Consumer Relations procedures.
• Add and/or edit information in Sprinklr as needed to keep the system up-to-date.
• Work with brand leaders to pull relevant data within the requested parameters across platforms in a timely manner.

Qualifications

• Knowledge of standard or general customer service practices.
• Knowledge of prominent social media platforms and how they function both publicly and privately.
• Ability to work quickly and reliably with little oversight.

Requirements

• Bachelor’s degree in Communications, Business Administration, Marketing, PR or English.
• 2 to 4 years of experience in a customer service role.
• Previous experience with social media customer service.
• Amenable to a full night shift schedule from 8pm to 5am.