[Remote] Social Media Monitoring Specialist

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