Clearlink - SLC

  • Digital CX Brand Specialist

    Location US-UT-Salt Lake City
    Job ID
    2018-2777
    # 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 for 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:

    • Drive positive customer experiences, deepen brand engagement, increase customer satisfaction and loyalty, and develop strong understanding and comprehension of issues, pain points and preferences
    • Serve as a leader on customer and fan relationship management by representing HWC (and respective products/services), in line with brand voice and tone, product knowledge, corporate guidelines, and training
    • Provide scalable support to cultivate great brand relationships with customers via social media channels and other designated digital touchpoints


    Role and Responsibilities:

    • Provide complete, accurate and timely customer engagements that are on-brand and on-message via Twitter and other designated digital touchpoints, including service and support related to brand awareness and advocacy
    • Monitor, prioritize, and respond to user posts and comments on Twitter on behalf of the client, adhering to social customer support guidelines, including engagement protocol and escalation procedures
    • Identify key trends and insights in user needs via qualitative and quantitative feedback to help increase CX support efficiencies and drive success; recommend new content or effective solutions, based on observations, trends, and information gathered from digital support provided and community insights
    • Ensure that escalations are processed correctly and in a timely manner using the appropriate and necessary escalation tools and processes
    • Work closely with social media analysts, team lead, and account management 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 clients (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

     

    Experience and Education:

    • 1-3 years of call center or customer service experience or experience working in a related industry; prior digital customer support experience highly preferred, including online user-to-user support, community management social media, or marketing communications
    • High-level understanding of social networks and social media, including similarities and differences between channels/platforms, as well as using social media on behalf of a company as opposed to personal use
    • Strong knowledge of digital support channels, including social media networks, social messaging apps, chat, community forums, consumer review sites, selfservice content, and e-mail
    • Strong background in managing communities for brands or organizations preferred
    • Excellent written and verbal communication skills, comprehension skills and thorough attention to detail
    • 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 PowerPoint
    • and Excel
    • Strong organizational and time management skills
    • Strong ownership mindset and resolve to follow-through
    • Knowledge and expertise on products and services (or overall industry) highly desirable
    • Typing speed of 40 words per minute is desirable
    • At least two years of college study; university degree preferred
    • High school diploma required

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