These job descriptions are examples. Looking for work?

Find JobsFind Jobs

Community Management Specialist

0 people like this description

The Community Management Specialist will monitor, nurture and manage conversations with customers on and off of our Community platform, including the creation of customer insights reports and presentations. The Specialist will coordinate calls with our internal customer advisory panel (Voices) and assist with Community-related special events. In addition, the Specialist will coordinate identification and outreach efforts to Community and social media influencers.

Primary Job Responsibilities:
• Oversee the customer advisory panel ("Voices"), including scheduling and running weekly/semi-weekly webinar calls, panel feedback and suggestions, and recruiting and on-boarding new members
• Share insights from Voices, the Community, and social channels in weekly reports to leadership and operational teams
• Support the expansion of the Community platform
• Interact regularly with the community of product enthusiasts, including buyers and sellers, to increase engagement and retention of current and new/visiting members, both through online and offline channels
• Curate and create blog posts, videos, announcements, and other content to promote and share with the community
• Join in on dozens of conversations every day, providing help, insights, and encouragement
• Build a network of resources within to be able to raise actionable issues to the appropriate teams for resolution
• Develop strategies to increase engagement and interaction
• Measure, analyze, and report on community activity
• Schedule and coordinate bi-weekly calls/webinars with our customer advisory panel (Voices)
• Assist in producing Community-related events

Basic Requirements:
• 2-5 years of professional work experience in customer support, communications or related field required; experience within customer support organization strongly preferred
• Conflict management skills and ability to deliver difficult messages verbally and in writing
• Must have top notch customer service skills to effectively resolve customer issues in one call
• Working knowledge of site and policies
• 1+ year of extensive personal or professional experience with social media required
• Solid understanding of the social media universe including but not limited to; Facebook, Twitter, YouTube, Forums, and blogs required
• Demonstrated communication effectiveness through social media channels required
• Able to accurately identify opportunities and threats in user-generated content required
• Demonstrated background in cultivating online communities preferred
• Proven verbal and written communication skills, articulate communicator who can speak the language of bloggers
• Highly organized and great attention to detail
• Ability to work collaboratively and effectively in a team environment
• Research and investigate information quickly, view information from alternative perspectives
• Analyze and categorize information that may not easily be interpreted at a glance
• Make a decision based on information available
• Hold themselves accountable to policies, metrics, processes and standards
• Show empathy while being compliant with policies
• Show confidence and compassion when relaying a tough message
• De-escalate frustrated customers through active listening and a focus on resolution
• Identify problems or errors and escalate correctly
• Proactively educate with a desire to prevent future negative experiences
• Bachelors degree or equivalent preferred but not required

These job descriptions are examples. Looking for work?

Find JobsFind Jobs