This full-time role will be Thursday-Sunday, 11:00am-9:30pm EST.
What You’ll Do:
The Whisker Social Media Specialist is empowered to provide a phenomenal customer experience to pet parents worldwide. The Product Specialist will answer customer questions and troubleshoot technical product inquires. You will leave a lasting impression by providing solutions in a quick, thoughtful and memorable way.
The Social Media Specialist is responsible for communicating with customers via social media platforms, reviews, emails, and chats while partnering with the marketing team to create a social media presence representing the Whisker brand.
Essential Duties and Responsibilities:
This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as deemed necessary.
- Brings a “Customer Comes First” mentality every day
- Utilizes effective communication techniques to seamlessly handle and resolve customer conflict using good judgment in a professional and friendly manner
- Manages all customer queries, concerns, and comments posted to the company’s Facebook, Instagram, Twitter, Reddit, YouTube and TikTok accounts; as well as responding to any company/product reviews
- Caring for customer interactions via outbound calls, and emails
- Liaises with customer service and the marketing team to meet and exceed customer expectations
- Reviews all social media posts for accuracy and ensuring inappropriate content is removed
- Partners with the marketing team to develop comprehensive social media strategies
- Maintains a working knowledge of company products to effectively communicate with customers
- Attends all social media-related meetings as required to represent the company
- Stays informed on social media trends, innovations, and changes
- Strong computer skills including experience with Google Doc and Google Sheets or similar programs
- Will perform additional responsibilities when required
Requirements
What You’ll Bring:
- Excellent knowledge of social media best practice
- Working knowledge of all social media platforms
- Ability to effectively use a variety of social media platforms, such as Twitter, Facebook, Instagram, LinkedIn, and Google+
- Ability to use a variety of review sites, such as TrustPilot and Magento Reviews
- Critical thinking skills
- Demonstrated ability to multi-task and perform well in a fast-paced and changing environment
- Conflict management skills to balance the needs of the customer with the solutions available while always maintaining a professional composure to ensure de-escalation
- Strong communication skills with external customers as well internal team members and Team Leads
- Maintains confidentiality of proprietary information
- Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
- High degree of initiative, self-motivation and ability to motivate others
- Ability to establish and maintain cooperative working relationships with Team Members and colleagues
- Flexibility to work hours outside of shift and overtime when necessary