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Community Manager w/ Customer Support Experience

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The Community Manager will be responsible for identifying and implementing strategies and tactics to engage and grow the Community, including building out our on-site Community platform in terms of design, features and functionality. In addition, the Manager will monitor, nurture and manage conversations with customers on our Community platform, and assist in the development and production of special Community events and outreach programs.

Primary Job Responsibilities:
• Support the “Phase 2” redesign and implementation of the Community platform
• Interact regularly with the eBay 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 eBay 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 eBay 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

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