Another good job from Russell Tobin, this is a good company to check often. I have one more from here to post.
Social Media Specialist, you will provide a premium and motivational experience by monitoring and responding to inbound social media messages from the Community. Your goal will be to innovate and look for opportunities to inspire individual athletes to reach their personal goals and form a community relationship. You’ll adhere to established department policy and procedures while working to create win-win resolutions for consumers. You’ll interact with consumers, motivating them to reach their athletic goals, affirming their choice of product and inspiring engagement with Digital Marketing.
Duties:
- Collect service metrics data to identify gaps in training and performance for customer service teams.
- Continually seek ways to data mine internal and external quality results, sales, and operational detain an effort to improve efficiency, develop individual team members, and to improve the overall consumer experience.
- Summarize data into weekly, monthly and quarterly reports that will be provide senior management and key stakeholder organizations the ability to measure functional success and opportunities.
- Assist in identifying key drivers of dissatisfaction, neutral responses, and unresolved issues.
- Create a process of identifying and reporting critical follow- ups to the appropriate parties.
- Provide consistent and actionable analysis to the leadership team around quality issues, concerns, and trends.
- Offer recommendations and solutions which positively impact delivery of services to internal and external customers.
- Identify gaps in training for both internal and external teams based on quality results and metrics.
- Partner with internal management teams to develop and implement training plans to ensure quality practices and standards are being met on an ongoing basis.
- Build and maintain documentation on reporting processes and analysis.
Skills:
- Experience in customer service/retail organizations.
- Quality management experience in a customer service, interactive care, retail or sales environment.
- Directly related work experience in interactive consumer care center (telephony and internet based service center).