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Customer Care Online Community Manager

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We are looking for someone who is an excellent communicator who is experienced with a wide variety of tools for online interaction, including online forums, blogs, and social media platforms. This person will be a service-oriented individual who gets satisfaction out of helping others, and delights in being an advocate for the customer.

This person will know how to turn questions into knowledge for our knowledge base and are confident and would be comfortable interacting with everyone from product managers to executives to customers.

This person is happy working independently, comfortable working on a small, engaged team and patient with the needs and requirements of regulated environment but also comfortable with the changing needs of community and social media. Comfortable being professional in a corporate environment. You have good business judgment and skills.

Overview:

Moderating interactions on an online customer-facing support community.

Responsibilities
- Monitor participation in online forums and take appropriate steps to ensure a positive experience for all participants.
- Work directly with social care team and other points of escalation to get customers the answers they need.
- Create discussion starters and manage content creation/posting calendar.
- Turn repeatable answers for customers into knowledge for knowledgebase.
- Document and record all necessary materials for auditing purposes.
- Collaborate with other moderators or managers on the Community team.
- Develop daily, weekly, monthly reports that summarize activity in the community, provide meaningful analysis, and show progress against goals.
- Provide input and assistance in the implementation of strategies to keep the community vibrant and active with new programs, promotions, etc.
- Attend regular meetings with internal team members.

Requirements:
- Strong oral and written communication skills.
- Strong customer service attitude.
- Intermediate proficiency with Microsoft Excel, Word, Powerpoint.
- Experience with online messaging services and applications.

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