SPE-AV Social Media Monitoring

Job Summary
Join our dynamic team as a Social Media Monitoring Specialist where you will leverage your expertise in customer service to enhance our brands online presence. With a focus on service assurance you will monitor social media channels engage with our audience and provide valuable insights to improve customer satisfaction. This role requires a commitment to working from our office during day shifts with no travel required.

Responsibilities
Monitor social media platforms to identify trends and opportunities for engagement.
Respond promptly to customer inquiries and feedback to ensure a positive brand experience.
Collaborate with cross-functional teams to address customer concerns and improve service delivery.
Analyze social media metrics to provide actionable insights for marketing strategies.
Develop and implement social media campaigns to enhance brand visibility and customer engagement.
Maintain a comprehensive understanding of social media tools and best practices.
Provide regular reports on social media performance and customer sentiment.
Assist in the development of content that aligns with brand messaging and customer interests.
Ensure compliance with company policies and industry regulations in all social media activities.
Identify and escalate potential risks or issues to management for timely resolution.
Support the continuous improvement of social media monitoring processes and tools.
Engage with online communities to foster positive relationships and brand loyalty.
Stay updated on industry trends and emerging technologies to enhance social media strategies.

Qualifications
Possess a strong background in customer service with a focus on social media engagement.
Demonstrate experience in service assurance to ensure high-quality customer interactions.
Exhibit excellent communication skills to effectively engage with diverse audiences.
Show proficiency in using social media monitoring tools and analytics platforms.
Have a keen eye for detail to accurately assess and report on social media trends.
Display the ability to work collaboratively in a fast-paced office environment.
Be adaptable to changing priorities and able to manage multiple tasks efficiently.

Certifications Required
Certified Social Media Strategist Customer Service Excellence Certification