Note: The job is a remote job and is open to candidates in USA. WebFX is a full-funnel revenue marketing agency that has been recognized as a Best Place to Work. They are seeking a Social Media Monitoring Specialist to provide excellent customer care services, monitor client social profiles, and engage with audiences through social media platforms.
Responsibilities
- Providing excellent customer care services for each business that we work with and cultivate a unique connection with their audiences through computer and mobile phone customer service
- Monitor activity on a high volume of client social profiles 2-3x daily
- Utilize native social network monitoring dashboards and inboxes (Facebook, Twitter, Instagram, LinkedIn, YouTube, Blogs, Pinterest, etc.) as well as any third-party tools to monitor activity
- Utilizing standard operating procedures, template responses and own judgment/critical thinking to resolve or escalate online questions or concerns
- Utilizing available data and research to answer audience comments and direct messages
- Collaborating with account manager to address unique inquiries and situations if/when needed
- Understanding and adopting brand voice to engage with audience and promote brand personality
- Ability to independently seek out answers and perform research and analysis to determine the best approach and response
- This position requires 40 hours of remote availability per week during our standard office hours (8am to 6pm EST)
- Requires reliable internet access
- 60% providing social media customer care services
- 15% utilizing and updating customer service standard operating procedures & responses
- 15% actively monitoring and performing proactive outreaching on social networks
- 10% collaborating with account managers
Skills
- Fluent in English (written and verbal). Resume must be in English to be considered
- Customer service experience & proven interest in long-term customer service field/career (e.g. this is not a temporary position)
- Solid understanding of the internet and social media
- Must have strong writing/grammatical skills as well as ability to present information and ideas logically and clearly; keen eye for detail also required
- Must have high-speed internet and smartphone with WiFi capabilities / ability to use social media apps for business purposes
- Passion for delighting customers
- Likes to get things done
- Commitment to delivering high-quality and defect-free work to clients
- Ability to work well in a high-concurrency environment (many projects)
- Capable of individual 'deep work' as well as the ability to collaborate with a team to complete projects rapidly
- Strong time-management skills and can meet deadlines consistently
- Takes direction well, but also able to make decisions and take initiative
- Strong communication skills
- Ability to work independently
- Up-to-date on the latest web technologies
- Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated
- Enjoys solving problems
- Customer-centric mentality
- At least 1 year of experience in phone or online customer service
- A Bachelor's degree is preferred but not required
Benefits
- Company profit-sharing
- Performance bonuses
- Health insurance (including dental, vision, remote doctor, etc.)
- World-class industry training (Organic SEO, Local SEO, PPC, Google Analytics, etc.)
- Long-term career track opportunities
- Ongoing learning bonuses
- Fully equipped in-home office setup including computer, dual large monitors, headset, seriously fast internet, generator, and more
- Unrestricted access to our proprietary software/platforms
- Annual merit-based compensation increases
- Access to virtual professional development opportunities with company experts
- Virtual team-building events like monthly meetups and hangouts
- Invitation to our annual FXFest – a week-long, all-expenses-paid trip for our international team members (with a 1-year tenure) to our company headquarters
- Commitment to giving back globally through our FXBuilds program
Company Overview
WebFX is a tech-enabled digital marketing agency that drives measurable growth from AI search and SEO, paid advertising, and more. It was founded in 1996, and is headquartered in Harrisburg, Pennsylvania, USA, with a workforce of 501-1000 employees. Its website is https://www.webfx.com.