Clearlink - SLC

  • Digital CX Team Lead

    Location US-UT-Salt Lake City
    Job ID
    2018-2776
    # Positions
    1
  • Overview

    Are you a meme master or future #influencer who always knows what’s trending? If so,
    make social media your work!


    Clearlink is partnering with one of our brand partners Hardware Care (HWC) to help manage their online
    presence. We’re looking to build a social media savvy dream team who can embrace
    the HWC’s brand, voice, and tone – human, daring, optimistic – to create the
    ultimate customer experience (CX). Join the 9-5 grind and work Monday-Friday (*plus
    some special events) with a team that loves social media as much as you do.


    Core Focus:

    • Manage and lead a team of digital CX brand specialists on behalf of client
    • Demonstrate passion for and knowledge of major social media platforms (Twitter, Facebook, Instagram, Reddit). Proactively and reactively engage with online users and other brands through social channels with timely and brand appropriate content
    • Ensure client is accurately represented (along with respective products/services) in all areas of social media / digital communications, in line with the HWC brand voice and tone, product knowledge, corporate guidelines, and training, as well as agreed upon performance metrics, KPIs, and quality assurance framework
    • Oversee and assist digital CX brand specialist team with monitoring, prioritizing, and responding to user posts and comments on Twitter and other digital platforms on behalf of the client, adhering to outlined engagement protocol and escalation procedures. Act as quality assurance on team’s engagements to ensure responses are on-brand and on-message
    • Oversee and assist digital CX brand specialist team with analysis of interaction data (questions, comments, answers, feedback, sentiment, volume, response time, response accuracy) and work closely with account management to provide summary, trends and key insights reports (daily, weekly, monthly, quarterly)

     

    Role and Responsibilities:

    • Provide complete, accurate and timely support/assistance to social media and digital customer service complaints, troubleshooting, queries, and feedback, adhering to program-specific social playbook, including channel and response priorities, KPIs, service levels, and quality assurance framework
    • Ensure that escalations are processed correctly and in a timely manner using the appropriate and necessary escalation tools and processes
    • Recommend new content or effective solutions, based on observations, trends, and information gathered from digital support provided and community insights
    • Work closely with digital CX brand specialists to identify information that can be used as knowledgebase / self-serve content, or proactive, outbound social customer care content
    • Provide accurate and relevant feedback on processes, tools and issue drivers to internal departments and/or client (as requested)
    • On a daily and weekly basis, utilize client reports and other available data for digital customer support management and any related reporting tasks
    • Ensure that processes, timetables, guidelines around record-keeping, behavior and responses, are adhered to and appropriate communication methods used
    • Coach digital CX brand specialist team, using available observations, information and feedback, to make appropriate contribution, deliver on agreed metrics and standards, and achieve their potential
    • Recommend new content or effective solutions based on investigation, insights and information gathered from agent support and analyst data
    • Provide accurate and relevant feedback on processes, tools and issue drivers to clients and internal resources
    • Conduct and engage in huddle sessions, team meetings and brainstorming with digital CX brand specialists, account management, or with client product groups to promote knowledge sharing
    • Monitor digital CX brand specialists’ communication quality, provide reports and participate in quality feedback and calibration sessions
    • On a daily, weekly and monthly basis, make use of available reports and other data to manage, coach and develop digital CX brand specialist team
    • Participate in client calls and calibration sessions; Oversee and deliver feedback and reports to client around product feature, impacting events and experiences, highlighting opportunities for improvement
    • Proactively monitor effectiveness of processes, platforms and content
    • Partner with internal and external teams on initiatives to improve performance and processes
    • Support development of process/workflow documentation and standardization across all managed networks
    • Engage in digital CX brand specialist training on technology platforms, processes and social media awareness
    • Encourage and build the team and environment to provide a productive and enjoyable place to work


    Experience and Education:

    • • 1-4 years of call center and/or customer service team management experience or experience working in a related industry; digital customer support team management experience highly preferred
    • High-level understanding of social networks and social media, including similarities and differences between channels/platforms, as well as using socialmedia on behalf of a company as opposed to personal use
    • Ability to coach and mentor digital CX brand specialists, relative to program and personal performance
    • Strong knowledge of digital support channels, including social media networks, social messaging apps, chat, community forums, consumer review sites, selfservice content, and e-mail.
    • Ability to critically analyze data, identify trends, and extract insights via social media mentions and content, including topic drivers (complaints, product queries, troubleshooting, etc.) as well as social customer support team performance and quality assurance
    • Previous experience with social media management tools, customer relationship management (CRM) and other related technologies highly desirable
    • At least 1-2 years of experience with MS Office programs, including Word PowerPoint and Excel
    • Strong written and verbal communication skills, comprehension skills and thorough attention to detail, including ability to successfully execute client-facing meetings and presentations
    • Strong organizational, time management, independent decision-making, and multi-tasking skills
    • Strong ownership mindset and resolve to follow-through
    • Ability to write reports, process and technical documents for feedback, training and solution articles
    • Able to customize communication style to accommodate varying personal needs
    • Able to influence key stakeholders when developing and reporting new methods
    • Focused and effective when managing individuals and stressful situations
    • Knowledge and expertise on products and services (or overall industry) highly desirable
    • At least two years of college study; university degree preferred
    • High school diploma required

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