SOCIAL MEDIA AGENT

About the role

LiveWorld social media agents provide social customer service, engagement for marketing purposes, adverse events management, and/or protection of brand image. A LiveWorld agent provides a great experience for a brand's customers in their online venues. This position is an hourly, part-time, work-at-home position. Flexibility is needed to occasionally work evenings, nights, weekends, and/or holidays.

Responsibilities

Primary responsibilities for the various agent positions may include, but are not limited to:

• Review and take appropriate action on social media posts according to brand guidelines, to include rejecting or approving content, tracking, and escalating.
• Triage and respond to customers' questions selecting and personalizing previously prepared responses or in a social context.
• Actively engaging with online users, stimulating, guiding, and participating in conversations.
• Authoring responses on the fly.
• Research customer service answers, in some cases client CRM systems.
• Identify and escalate trends, topics, sentiment, and emerging issues.

Required Skills and Traits

• Ability to connect with people, and communicate in courteous, conversational style, while making decisions according to guidelines.
• Ability to compose well-written messages, with use of good grammar and appropriate punctuation.
• Strong keyboard skills.
• Ability to navigate between multiple systems or applications simultaneously.
• Demonstrated personal or professional success engaging in a social channel.

Qualifications

• Minimum 18 years of age required.
• 2-3 years' experience in online moderation and engagement and/or online customer service desirable.
• Some experience in a call center environment helpful.
• Work-at-home experience helpful.
• Social media moderation and engagement experience preferred but not required.
• Healthcare background desirable but not required.
• Experience with social media tools such as those from LiveWorld, Salesforce, Sprinklr, Khoros, or similar tools desirable.
• College Degree or equivalent experience preferred.

Environment and Technical Requirements

• Dependable, high-speed Internet access.
• Dependable telephone access (landline preferred for training).
• Ability to work in a quiet and secure home office atmosphere.
• Work must be performed on a desktop or laptop computer. Use of a tablet or mobile phone is not feasible for this position.

Language Fluency Requirements

• All applicants must be fluent in English.
• Some positions involve fluency in reading and writing in other languages.
• Language fluency testing and writing samples are a requirement for all hourly positions. English for all positions and specific languages for some positions.
• LiveWorld defines fluency as complete competency in reading, writing, and speaking at a native or near-native level.
• We are currently recruiting US Residents with fluency in the following languages: English, Danish, Dutch, Flemish, French, German, Hebrew, Italian, Norwegian, Portuguese, Spanish, Swedish.

Benefits

• Work at home.
• Flexible scheduling.
• Dynamic environment in fast paced social industry.
• Opportunity to learn new skills and further develop existing skills.
• Opportunity to learn within healthcare and non-healthcare industries.