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Coordinator, Social Media
Sirius XM
New York, NY, United States
Job Details - this job has expired, please see similar jobs below
Position Summary:
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. This position covers Social Media from 12pm - 8pm Monday to Friday.
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.
◦ Ensure positive messaging is maintained in the community and help build up our list of fans, followers, and subscribers.
◦ 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.
Supervisory Responsibilities:
• None.
Minimum Qualifications:
• Bachelor's degree or equivalent, relevant 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 understanding "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.
• 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.
• 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.
Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.