Social Media Specialist

Job description

Summary The Social Media Specialist position provides professional, quality, and "best in class" service for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This position will be responsible for ensuring overall company compliance is met for all social media activities across all programs. This includes monitoring social media activities for appropriateness, as well as potential adverse events and product quality complaints. This position is also responsible for engaging with consumers on social media; responding to inquiries and addressing any questions received. This position requires a critical thinker who can multi-task through multiple applications while following brand strategies and helping the team to achieve brand objectives. It requires individuals to have a creative side as well as confidence in writing in an open consumer forum. This may include, but is not limited to, monitoring and moderation of Instagram, Facebook, Twitter, and TikTok content. Essential Duties & Responsibility • Monitor social media activities and have the ability to identify adverse events, product quality complaints, and inappropriate content per defined procedures and guidelines • Fuel discussions around product-related news, tips, and insights as well as provide client with consumer insights that could assist in innovation, improvement, or product development • Multi-task in various websites and software platforms, each with its own objective • Follows all applicable Standard Operating Procedures (SOP) and Work Instructions (WI). • Use guidelines established by the client to moderate and reply to consumer comments • Escalates any applicable contacts (as defined in SOPs) to management as appropriate. • Handles sensitive and private information in accordance with SOPs and regulatory requirements. • Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross functional teams with minimal direction from management. • Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment. Provides back up support to other teams as needed. • Takes the initiative to obtain and consistently upgrade product knowledge. • Builds relationships and works closely with Alta co-workers and all levels of the organization in a positive manner to supply necessary updates and reporting as needed. • Recommends improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature. • Report any training needs or system error/discrepancies to the supervisor. • Complete other tasks as deemed appropriate by supervisor. • Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position. • Other duties may be assigned. Qualifications • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Displays a high level of confidence, enthusiasm and a positive attitude with the desire to succeed and exceed customer expectations. Has a passion to serve others. • Demonstrates written communicator skills, i.e. excellent interpersonal, verbal and written communication skills. Ability to establish rapport, builds relationships and loyalty with external and internal customers and coworkers, and remains tactful when communicating negative information. • Demonstrates knowledge of engagement on one or more of the following platforms: Instagram, Facebook, Twitter, TikTok, Snapchat, YouTube, and Pinterest. • Demonstrate an ability to display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory fashion. • Demonstrate an ability to maintain composure while diffusing and professionally negotiating a high-tension situation on a routine basis. Strong retention skills with the ability to follow a process flow and/or script as needed. • Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi task effectively and execute tasks with minimum supervision. Strong organization and time management skills. • Ability to remain focused and productive with tasks that may be repetitive. Strong attention to detail and accuracy. • Solid logical decision making and troubleshooting skills with the ability to problem solve in a timely and effective manner. Exercises good judgment. Takes ownership of issues or questions and will escalate problems to the appropriate person and follow up accordingly to the customer. Knows when to involve supervisors. • Ability to maintain a high level of confidentiality by handling sensitive and private client and customer information in accordance to Alta Resources and Client's policies and regulatory requirements. Understands and appreciates the risks and consequences of inappropriate communication in a virtual environment. • Embraces change and is flexible to the needs of the business and team. • Proven ability to meet deadlines and key metrics, work independently, as a team player, and drive results in a fast paced, team based environment. Must be willing to assist teammates and build strong relationships to achieve company and department goals. • Ability to accept and apply coaching and feedback from leadership. • Proven track record of reliability and a strong work ethic is a must. EDUCATION and/or EXPERIENCE • High school diploma or equivalent (GED, HSED) is required; Bachelor's degree from four-year college or university preferred. • Two years of customer service, public relations, or professional writing experience required. Industry experience or other service related industry within a corporate environment is desired. • Working knowledge of computer technology that includes: Social Media platforms is required. TECHNOLOGY SKILL BASE This position requires a working knowledge of computer technology that includes: Intermediate MS Word, Social Media software and sites. Ability to quickly learn complex program and product knowledge, work on a PC, accessing and navigating multiple software applications in a Windows environment. Intermediate to Advanced knowledge and use of Microsoft Suite, primarily in Word, Excel, PowerPoint, and Outlook is desired. Keying data entry efficiently and accurately with proficiency in typing/keyboard is required. Individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta LANGUAGE SKILLS Ability to read and comprehend simple instructions, short correspondence, and memos in English. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. MATHEMATICAL SKILLS Basic addition, subtraction, multiplication, and division skills. Work Environment Alta Resources is an equal employment opportunity employer. Depending on role and business needs, employees will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.