Social Media Engagement Specialist

Job Description

Job Description

POSITION SUMMARY

The Social Media Engagement Specialist will be responsible for maintaining the overall health of RealTruck social media pages and reputation channels to ensure that customer service and sales inquiries are handled in a consistent, professional, and expedient manner. This position will work closely in support of the broader organic social and affiliate channels, helping grow and cultivate the relationships developed in each.

CORE FUNCTIONS

• Provide unmatched customer service to all customers that interact with us via social media or reputation platforms. These channels may include Facebook, Instagram, Twitter, TikTok, Brand Forums, YouTube, etc.
• Consistently scan all social media platforms to proactively address customer questions, issues, or other needs for all company brands.
• Utilize order management and customer service tools to quickly find answers and/or solutions for customers and coordinate with our in-house Sales and Service teams for escalated issues.
• Identify opportunities, trends, and technologies that will enable us to better serve our customers via social interaction and oversee the implementation of workflows and processes that allow us to streamline our service of these needs.
• Serve as the point of contact for processing product requests related to sponsorships, influencers, and affiliates and ensure all product shipments are accurately tracked, fulfilled, and delivered in a timely manner. Ensure organized records of product requests, shipping confirmations, and partner status updates.
• Assist social media or other Marketing Team Leads with the execution of sponsorship and influencer commitments, ensuring product is ordered, shipped, and received to fulfill our commitments to sponsored individuals or organizations.
• Maintain a consistent system of measurement and evaluation of social and reputation success.
• Analyze, moderate, and answer inbound product reviews and Q&A across all RealTruck web properties.
• Proactively solicit reviews to grow and bolster our reputation across off-site, 3rd party review platforms.
• Moderate inbound company reviews across 3 party review platforms.
• Work on special brand initiatives as requested and other duties as assigned.

QUALIFICATIONS & REQUIREMENTS

Education and Experience

• High school diploma required.
• 2+ years of experience in customer service or social media engagement is required.
• eCommerce experience is preferred.
• Experience working with influencer or affiliate programs a plus.

Required Licenses

None.

Skills and Abilities

• Excellent written communication skills and the ability to engage audiences with personality and professionalism.
• Flexibility and adaptability to take on tasks that arise on short notice.
• Strong ability for attention to detail and follow-through in tracking and organizing while multi-tasking.
• Ability to manage multiple conversations and priorities simultaneously with accuracy and tact.
• Demonstrated reliability and a strong work ethic.
• Commitment to personal and professional growth.

Travel

Minimal travel required; 10% or less.

COMPETENCIES

• Customer Focus - Gains insight into customer needs; Identifies opportunities that benefit the customer; Builds and delivers solutions that meets customer expectations; Establishes and maintains effective customer relationships.
• Ensures Accountability - Follows through on commitments and makes sure others do the same; Acts with a dear sense of ownership; Takes personal responsibility for decisions, actions, and failures; Establishes dear responsibilities and processes for monitoring work and measuring results; Designs feedback loops into work.
• Plans & Organizes - Sets objectives to align with broader organizational goals; Breaks down objectives into appropriate initiatives, actions and milestones; Anticipates and adjusts effective contingency plans; Spends his/her time and the time of others on what's important and creates focus; Quickly zeros in on the critical few and puts the trivial many aside; Can quickly sense what will help or hinder accomplishing a goal, along with removing roadblocks.
• Problem Solver - Uses rigorous logic and methods to solve difficult problems with effective solutions, probes all fruitful sources for answers, can see hidden problems, is excellent at honest analysis, looks beyond the obvious and doesn't stop at the first answers.
• Communicates Effectively - Is effective in a variety of communication settings: one-on-one, small or large groups, or among diverse styles and position levels; Attentively listens to others adjust to fit the audience and the message; Provides timely and effective information to others across the organization; Encourages the open expression of diverse ideas and opinion.
• Action Oriented - Readily takes action on challenges, without unnecessary planning; Identifies and seizes new opportunities; Displays a can-do attitude in good and bad times. Steps up to handle tough issues.

SUPERVISOR RESPONSIBILITIES

Individual Contributor: working team member with no oversight of others and no management responsibilities.

PHYSICAL REQUIREMENTS

This position is subject to Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involved sitting most of the time. Walking and standing are required only occasionally.

Physical Activities

This position is subject to the following physical activities: feeling, lifting, talking, and hearing.

Visual Acuity

The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading.

Working Conditions

The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.