JAB Wireless
Specialist, Social Media Support
JAB Wireless, Loveland, Colorado, United States, 80537
Application Deadline: 9/30 or until position is filled.
General Summary
The Social Media Support Specialist primary role is to monitor various social media and chat channels for feedback, inquiries, and escalations, responding promptly and gaining insight into customer feedback. This position will be responsible for managing and enhancing the company's social media presence, engaging with customers through various digital channels, and providing exceptional customer service via live chat. This role requires a creative and proactive individual who can effectively communicate our brand message, respond to customer inquiries, and drive engagement across multiple platforms.
Essential Duties/ ResponsibilitiesProvide real-time customer support through live chat, addressing inquiries, resolving issues, and providing information about products and services.Collaborate cross-functionally to ensure cohesive cross-channel marketing efforts.Develop and implement social media strategies to increase brand awareness and engagement.Create, curate, and manage published content (images, video, written) across social media platforms.Monitor social media channels for customer inquiries and feedback, responding in a timely and professional manner.Analyze social media metrics and adjust strategies to improve performance.Collaborate with the marketing team to ensure brand consistency and alignment with overall marketing goals.Provide real-time customer support through live chat, addressing inquiries, resolving issues, and providing information about products and services.Engage with customers on social media platforms to build relationships and foster community.Escalate complex customer issues to the appropriate departments and follow up to ensure resolution.Develop engaging and informative content for social media posts, blogs, and other digital channels.Create visual content using graphic design tools and collaborate with designers when necessary.Stay updated on industry trends and incorporate relevant topics into content strategies.Track and report on social media and chat performance metrics.Provide insights and recommendations based on data analysis to improve engagement and customer satisfaction.Conduct regular competitive analysis to stay informed about industry trends and competitor activities.
Job RequirementsBachelor's degree in Marketing, Communications, or a related field.Proven experience in social media management and customer service, preferably in the telecom industry.Excellent written and verbal communication skills.Proficiency in using social media platforms (Facebook, Twitter, Instagram, LinkedIn, etc.) and social media management tools.Experience with live chat software and customer service platforms.Strong analytical skills with the ability to interpret data and make informed decisions.Creative thinking and problem-solving abilities.Ability to work independently and as part of a team in a fast-paced environment.Knowledge of telecommunications products and services is a plus.
Working Conditions:Employee remains in the sitting position for prolonged hours. Employee is required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear on a regular basis. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception and the ability to adjust focus.Working conditions may include being in an open (shared) cubicle/workspace area.
Disclaimer:
This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.
Please feel free to view our Benefits at the following link: https://www.risebroadband.com/careers/benefits
General Summary
The Social Media Support Specialist primary role is to monitor various social media and chat channels for feedback, inquiries, and escalations, responding promptly and gaining insight into customer feedback. This position will be responsible for managing and enhancing the company's social media presence, engaging with customers through various digital channels, and providing exceptional customer service via live chat. This role requires a creative and proactive individual who can effectively communicate our brand message, respond to customer inquiries, and drive engagement across multiple platforms.
Essential Duties/ ResponsibilitiesProvide real-time customer support through live chat, addressing inquiries, resolving issues, and providing information about products and services.Collaborate cross-functionally to ensure cohesive cross-channel marketing efforts.Develop and implement social media strategies to increase brand awareness and engagement.Create, curate, and manage published content (images, video, written) across social media platforms.Monitor social media channels for customer inquiries and feedback, responding in a timely and professional manner.Analyze social media metrics and adjust strategies to improve performance.Collaborate with the marketing team to ensure brand consistency and alignment with overall marketing goals.Provide real-time customer support through live chat, addressing inquiries, resolving issues, and providing information about products and services.Engage with customers on social media platforms to build relationships and foster community.Escalate complex customer issues to the appropriate departments and follow up to ensure resolution.Develop engaging and informative content for social media posts, blogs, and other digital channels.Create visual content using graphic design tools and collaborate with designers when necessary.Stay updated on industry trends and incorporate relevant topics into content strategies.Track and report on social media and chat performance metrics.Provide insights and recommendations based on data analysis to improve engagement and customer satisfaction.Conduct regular competitive analysis to stay informed about industry trends and competitor activities.
Job RequirementsBachelor's degree in Marketing, Communications, or a related field.Proven experience in social media management and customer service, preferably in the telecom industry.Excellent written and verbal communication skills.Proficiency in using social media platforms (Facebook, Twitter, Instagram, LinkedIn, etc.) and social media management tools.Experience with live chat software and customer service platforms.Strong analytical skills with the ability to interpret data and make informed decisions.Creative thinking and problem-solving abilities.Ability to work independently and as part of a team in a fast-paced environment.Knowledge of telecommunications products and services is a plus.
Working Conditions:Employee remains in the sitting position for prolonged hours. Employee is required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear on a regular basis. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception and the ability to adjust focus.Working conditions may include being in an open (shared) cubicle/workspace area.
Disclaimer:
This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.
Please feel free to view our Benefits at the following link: https://www.risebroadband.com/careers/benefits