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Job# 26680 BH# 340759
Contact# 5789705

Social Media Specialist

Our Global Sportswear client is looking to add a Social Media Support Specialist to their growing team. In this role you will provide a premium consumer service support experience by monitoring and responding to inbound service related messages in a variety of communities via social media, email, phone, and possibly live chat. You'll maintain the category voice and adhere to established department policy and procedures while working to create win-win resolutions for the brand and its consumers. You'll proactively search the web and internal resources identifying opportunities to assist consumers to ensure a positive experience. You'll provide the management team with insights gained from routine health checks of the websites and social media spaces, offering feedback related to key contact drivers, hot topics, products, athletes, website information, issues and trends. You'll identify opportunities and actionable recommendations, facilitating continuous improvement within the Consumer Services organization and respective category teams as assigned. You'll work with cross-functional teams providing insight and feedback about their respective consumer communities. You'll work with new systems and tools and will seek ways to improve efficiency and create seamless experiences for consumers engaged with the brand. You'll quickly identify sensitive issues and potential escalations appropriate for the category, PR and/or legal assistance. You'll use effective written and verbal communication skills applying sound judgment and business decisions in servicing the consumer. You will have a primary category or area of focus while maintaining an up-to-date understanding of the product line, marketing initiatives, software services, web properties and events. In addition, you'll utilize systems and other support tools to ensure accurate responses to consumer inquiries and to capitalize on potential sales opportunities.

Requirements for the position include:

  • College degree (B.A. or B.S.), preferably in communications or marketing. Educational requirement may be substituted with equivalent industry-related business experience
  • 2 years experience and superior knowledge in social media landscape, trends, networks and toolset
  • 1 year experience in a marketing research or customer contact position (i.e. customer service, retail or sales), preferably within a call center environment
  • Athletic experience 
  • Engaged and connected in the category community
  • Excellent written and verbal communication skills with specific experience interacting with bloggers and other social media influencers
  • Strong computer skills, including experience navigating the internet and using PC and Windows-based software (Microsoft Office)
  • Strong business writing skills
  • Strong understanding of social media communication styles
  • Demonstrated initiative and ability to work independently and/or in a diverse team environment
  • Strong organizational skills and ability to prioritize a varied workload
  • Demonstrated strong problem-solving skills, analytical skills and attention to detail
  • Ability to reach mutually beneficial conclusions
  • Strong team and customer service orientation
  • Online research skills with the ability to follow and track data relevant to the brand and consumer
  • Ability to work weekends and flexible hours