[Hiring] Social Media Monitoring Specialist @webfx.com

Role Description

This role involves providing excellent customer care services for each business that we work with and cultivating 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.
• Utilize standard operating procedures, template responses, and own judgment/critical thinking to resolve or escalate online questions or concerns.
• Utilize available data and research to answer audience comments and direct messages.
• Collaborate with account manager to address unique inquiries and situations if/when needed.
• Understand and adopt brand voice to engage with audience and promote brand personality.
• 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.

Qualifications

• A Bachelor’s degree is preferred but not required.
• 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.
• Solid understanding of the internet and social media.
• Strong writing/grammatical skills and ability to present information and ideas logically and clearly.
• Keen eye for detail.
• Must have high-speed internet and smartphone with WiFi capabilities.

Requirements

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

Benefits

• Long-term stability to all of our FXFamily members.
• Supportive work environment.
• Low turnover rates leading to long-lasting relationships with clients and team members.
• Work from home flexibility.
• Fully equipped in-home office setup.
• Access to proprietary software/platforms and third-party tools.
• Merit-based promotional structure.
• Annual merit-based compensation increases.
• Access to virtual professional development opportunities.
• Invitation to our annual FXFest for international team members.
• Commitment to giving back globally through our FXBuilds program.
• A community-focused environment valuing all team members.