Social Media Specialist I Social Media Specialist I Job Locations US-TX-Arlington Requisition ID 2018-31590 Employee Type Full Time-Regular Category Marketing / Communications Travel 0-10% Overview The social media engagement specialist will sort and prioritize comments in real-time and collect necessary information to escalate customer issues to the Complaint Tracking/Response Team as well as Social Care teams in global markets. He or she will respond as quickly as possible to all public comments. Responsibilities JOB DUTIES Keep the triage queue empty, assigning items for escalation to the Complaint Tracking/Response Team or to the Brand Management Team. Engage as the first-responder on public messages from the Triage Queue. (Gather name and zip code.) Direct customer responses with name/zip to Care Queue ASAP. Direct ongoing responses in conversations with Care Team to Care Queue, as well. Seamlessly direct customers to self-service options as quickly as possible. Work closely with the complaint tracking team to escalate issues that require offline assistance. This entails:Asking for the basic information needed for the Complaints Team to research an account,Labeling and dismissing additional posts from the same customer and summarizing issues in Notes and/or alerting the team to carefully check the history, Checking the queue for items nearing the 3-hour service standard and alerting leadership when necessary. Identify opportunities for Surprise and Delight responses. Collaborate with appropriate teams to deliver those S&D responses to messages and comments, as appropriate. Ensure that all complaints that have no account information are labeled in a method consistent with the Consumer Complaint Response and Reporting policy. Work with a CXM Tracking Team Leader to assist with regular audits to ensure that responses are meeting our 12 guidelines for quality and are properly labeled. Work with a CXM Team Leader to Review posts labeled Case Closed and determine if a public post might help close the loop. Identify areas when Complaint Team members need a new script for a specific situation and work with appropriate team members to deliver it. Work with the Marketing Analytics team (and the GM COE team, as needed) to provide regular reporting on volume, trends and responses related to social care. Attend all Team Leader and other required meetings in the VOC department. Participate in Marketing Campaign planning to prepare for responses to Signature Campaigns. Alert PR and Marketing teams in the event of a spike in brand mentions. Alert CXM leadership when there is a spike in posts on service-related issues. Highlight Social Care wins and socialize them with leadership and Internal Communications team. Keep track of advocates and look for opportunities to showcase their feedback. REPORTING RELATIONSHIP Social Media Manager US Qualifications Knowledge Experienced with multiple social media servicing delivery channels. Proficient utilizing Power Point and Excel Ability to recognize and categorize compliance, customer service and legal issues, as well as marketing opportunities Skills Proven ability to effectively respond to change. Strong written communication skills. Proven interpersonal skills necessary to interact effectively with customers and employees of all levels within the organization. Ability to use appropriate analysis, judgment and logic when making decisions. Experience 2-4 Years tenure in a customer service environment or work-related experience required Education Bachelors Degree in Journalism or Communications preferred Options Apply Now!