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Social Media Coordinator - Customer Service

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The 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. The candidate must bring demonstrated social media experience to SiriusXM, demonstrate the capability to learn on-the-job, as well as have the capacity for expansion of responsibilities.

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
Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast paced and changing environment
Must have legal right to work in the U.S.

Duties and Responsibilities:

Ensure positive messaging is maintained in the community and help build up our list of fans, followers, and subscribers
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
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:

BS/BA Degree and/or equivalent experience
Corporate work experience

Technical Skills:

Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint)
Social Studio Radian 6 experience is preferred

Talk to you soon,

-Alexa

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