Social Media Coordinator

New York City
Job Terms:
posted by:
Alexa Falcone

Job Description:


Social Media Coordinator is responsible for interacting with customers on social media websites. The Coordinator is responsible for all tasks related to communicating with the customer on social media websites, identifying his or her issue, resolving the issue, performing root cause analysis, and analyzing trends in the digital sphere. 

Hours: 12pm-8pm

Length: Contract 

Duties and Responsibilities: 
• Listen and respond to all customer interactions captured from the digital sphere. 
• Escalate tickets to Corporate which need additional investigation and follow up on and manage all assigned escalations from start to finish. 
• Capture/verify customer information as necessary and summarize the progress towards resolution/actions taken for each case. 
o Ensure positive messaging is maintained in the community and help build up our list of fans, followers, and subscribers. 
o Must remain current with training, policy, and procedural updates. 
• Remedy the current situation for the customer while providing recommendation for resolving the root cause of the issue. 
• Resolve complex billing issues and identify system issues. Escalate to appropriate internal partners for resolution if necessary. 
• Trend, analyze, and report on customer comments on social media websites. 
• Track and monitor the success of online initiatives and provide reports to management.
• Present product offerings in the best light to prospects and customers in order to evoke confidence in the company's mission. 
• Ensure that customer inquiries or concerns are resolved both promptly and efficiently. 
• Preserve our customer base by proactively communicating with customers and promoting the value of the service, user, and membership purchases. 

 Minimum Qualifications: 
• Bachelor's degree and/or equivalent experience. 
• 1-2 years of corporate work experience. 
Requirements and General Skills: 
• Thorough knowledge and experience interacting on social media platforms such as Twitter, Facebook, YouTube, blogs, etc. 
• Must have professional writing and grammatical skills as well as a flair for using "social networking speak" and jargon. 
• Energetic and positive team player; ability to work in a team environment. 
• Willingness to take initiative and to follow through on projects. 
• Creative writing ability. 
• Commitment to "internal client" and customer service principles. 
• Willingness to take initiative and to follow through on projects. 
• Spelling, grammar, proofreading and editing skills. 
• Creative writing ability. 
• Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment. 
• Must have legal right to work in the U.S. 

Technical Skills: 
• Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access). 
• Knowledge of Spredfast Social Media Tool a plus.