Social Media Customer Experience Moderation Agent Job Listing at Kelly Services in Franklin, TN (Job ID 10123298)

Description

Location: Franklin, TN
Position:  Social Media Customer Experience Moderation Agent
Job Overview:
Remote Mon and Friday, in office Tue-Thur 8am-5pm
Pay: 24.00 per hour
If you are passionate about all things Social and driven by providing exceptional customer service experiences, then this may be the position for you.  The Social Media Customer Experience (SMCX) Moderation Specialist is responsible for providing effective customer service across Nissan-owned Social Media platforms (i.e. Facebook, Twitter/X, Instagram, etc.) by utilizing their exceptional writing and research skills and in-depth knowledge of the Nissan and INFINITI brands. 
Job Duties Include:

• Respond to a high volume of customer posts on Facebook, Twitter/X, Instagram, etc. with the appropriate care and awareness of relevant corporate policies and messaging requirements.
• Effectively utilize the Social Media moderation tools Nissan has in place to manage the daily engagement with our customers on Facebook, Twitter/X, Instagram, YouTube, etc.
• Enter all relevant information regarding customer inquiries or concerns into Nissan's logging and tracking system (Salesforce) to escalate to the Consumer Affairs team.
• Assess customer concerns and provide quick and educated decisions to rectify complaints and conflict—via well-crafted public and private responses to consumers.
• Escalate urgent concerns to Team Lead following established procedures, effectively communicate findings, along with actionable recommendations.
• Assist Social Media Analyst and Manager of SMCX to compile Voice of Customer trends to be included in time sensitive, ad-hoc report requests.
• Assist Manager with various special projects to impact department's contributions to sales, marketing and overall customer experience.
• Stay knowledgeable on latest industry trends, tools and best practices.

Skills/Qualifications:

• Excellent writing, editing, presentation, and verbal communication skills.
• Must be proficient in MS Applications such as Excel, Word and PowerPoint.
• Working knowledge and hands-on experience with tools such as Salesforce.com service cloud, features & functionalities is highly desired.
• Working knowledge or hands-on experience with Social Media reporting and analytics platforms such as Sprinklr is highly desired.
• Ability to deal with ambiguity and manage change.
• Must have a passion for digital trends, technology and innovation.
• Analytical skills a plus: Ability to understand and analyze social data, particularly as it pertains to customer feedback and translate insights into measurable and actionable results.
• Strong familiarity with Social Media customer service and moderation.
• A high-level of social media experience with Facebook, Instagram, Twitter/X, YouTube and other platforms.
• Solid research skills.
• Outstanding, cooperative attitude in supporting the team environment.

Minimum Requirements:

• BA / BS in Business Administration, Marketing or Communications.
• Must have at least 1 year of customer service experience, marketing or corporate communications; Prior experience in Social Media, marketing, servicing and interacting with customers via Facebook and Twitter/X is strongly preferred.

Benefits:

• Weekly Pay
• 16 paid holidays
• 2 weeks Paid Time Off (accumulated)
• Enhanced Medical Benefits
• Kelly Perks-Discount Program

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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