Social Media Monitoring Specialist

What We're Looking For

Desired Education

• A Bachelor’s degree is preferred but not required.
• Pre-employment testing is required.

General Knowledge

• Fluent in English (written and verbal).
• Resume must be in English to be considered.

Qualities

• Passion for delighting customers.
• Likes to get things done.
• Commitment to delivering high-quality and defect-free work to clients.
• Ability to work well in a high-concurrency environment (many projects).
• Capable of individual “deep work” as well as the ability to collaborate with a team to complete projects rapidly.
• Strong time-management skills and can meet deadlines consistently.
• Takes direction well, but also able to make decisions and take initiative.
• Strong communication skills.
• Ability to work independently.

Enjoys solving problems.

Customer-centric mentality.

What You'll Do

• Providing excellent customer care services for each business that we work with and cultivate a unique connection with their audiences through computer and mobile phone customer service.
• Monitoring activity on a high volume of client social profiles 2-3x daily.
• Utilizing standard operating procedures, template responses and own judgment/critical thinking to resolve or escalate online questions or concerns.
• Utilizing available data and research to answer audience comments and direct messages.
• Collaborating with account manager to address unique inquiries and situations if/when needed.
• Understanding and adopting brand voice to engage with audience and promote brand personality.
• Ability to independently seek out answers and perform research and analysis to determine the best approach and response.

Responsibilities

• This position requires 40 hours of remote availability per week during our standard office hours (8am to 6pm EST).
• Requires reliable internet access.

Opportunities for Growth

• WebFX grew 250%+ over the past 3 years, and merit-based promotional opportunities are abundant for new family members who meet or exceed position performance metrics.
• Longevity
• WebFX is looking for candidates who want to work in customer service long-term as this is a stable and full-time indefinite position at WebFX within the social media customer service department.
• No voluntary turnover in the last 4 years in our international remote team!

Compensation

Negotiable, based on experience

Working Hours

• Asia (Philippines / Indonesia): This position requires overlapping hours from 3:30 PM - 12:00 Midnight PH time, Monday - Friday.
• Africa / Europe (Ghana, UK, Ireland, Kenya, etc): This position requires overlapping hours from 6:00 AM EST - 2:30 PM EST, Monday - Friday.
• North America & South America: This position requires overlapping hours from 8:00 AM - 4:30 PM local time, Monday - Friday.

Company Culture

Check out our culture on social media:

• Instagram
• Twitter
• Facebook

Equal Opportunity Employer

We are an Equal Opportunity Employer, committed to providing and fostering an inclusive environment where all people, including women, minorities, LGBTQ+, and other underrepresented groups, are supported, respected, and encouraged to excel within STEM careers.