Communications Specialist
Job Description Communications Specialist Richmond, VA 12
Months ContractoWhat is the preferred candidate location (local, non-local, remote?) and is there flexibility? If remote possibility, indicate schedule.
Local to Richmond, will follow hybrid schedule Digital Care Specialist will assist the Corporate Social Care Team with providing timely, efficient, and effective support to customers through our social care channels, including (but not limited to):
Facebook, Twitter, Instagram, and LinkedIn.
This role will focus primarily on assisting with response to corporate (brand) customer inquiries and routing customer service inquiries to the right customer care team for assistance to ensure timely customer issue resolution.
Job Responsibilities Include:
oEngage with Customer Comms and program marketing team to effectively serve customers on our digital channels ossist social and CX team with responses and monitoring of corporate (brand) social media inquiries from 8am-5pm, Monday-Friday.
We aim to respond to 80% of inquiries within 20 minutes.
The Communications Specialist will also ensure that all messages handled are tagged correctly to support analytics.
oRoute customer care inquiries to the correct customer contact center for further assistance.
oServe as a partner to our customer contact center social care teams answering questions and ensuring they are responding and handling the message as outlined in our processes.
oLook for opportunities to optimize our use of Khoros (our social media management platform).
Work with the corporate team to put optimizations into practice.
oFlag and escalate issues as needed to the Corporate Social Team.
oOnce familiar with Khoros, responsibilities could include implementation of platform optimizations, such as adding tags or making routing adjustments.
Knowledge, Skills, Abilities &
Experience:
oUnderstanding of both the corporate and customer service side of the business, and how they work together.
oInterest in digital customer communications and marketing channels and an understanding of how the company uses them to interact with and support external stakeholders.
oPositive, empathetic attitude with attention to detail and ability to read between the lines to respond to customers' needs.
obility to craft clear and concise responses to assist in quickly resolving issues and promoting first contact resolution.
oSkilled in crafting a response for a digital channel and understanding key differences between how to respond on each channel.
obility to determine what needs to be elevated quickly.
Identifying these reputation management opportunities and knowing when and how to act.
oPrepared to research and utilize all available resources to track down a wide array of customer inquiries in a timely manner.
oWillingness to learn and adapt quickly as needed.
oWhat are the top (at least 3 if possible) must have skill sets (technical/functional) which are required? 1.
Digital / Social media proficiency 2.
Strong Written and Verbal Communication skills 3.
Analytical / Critical Thinking / Problem solvingoWhat are the top nice to have skill sets? Familiarity with Energy or utility experience oWhat soft skill requirements do you have (team fit and personality requirements)? Friendly; strong team-focused skills ; customer focused oWhat education and certifications/licensures are required? Communications or Marketing preferred oAre there any specific companies/industries or ideal background you'd like to see in the candidate's experience? Service industries or customer service backgrounds Recommended Skills Journalism Television Public Speaking Editing Mass Communication Broadcasting Estimated Salary: $20 to $28 per hour based on qualifications.
Months ContractoWhat is the preferred candidate location (local, non-local, remote?) and is there flexibility? If remote possibility, indicate schedule.
Local to Richmond, will follow hybrid schedule Digital Care Specialist will assist the Corporate Social Care Team with providing timely, efficient, and effective support to customers through our social care channels, including (but not limited to):
Facebook, Twitter, Instagram, and LinkedIn.
This role will focus primarily on assisting with response to corporate (brand) customer inquiries and routing customer service inquiries to the right customer care team for assistance to ensure timely customer issue resolution.
Job Responsibilities Include:
oEngage with Customer Comms and program marketing team to effectively serve customers on our digital channels ossist social and CX team with responses and monitoring of corporate (brand) social media inquiries from 8am-5pm, Monday-Friday.
We aim to respond to 80% of inquiries within 20 minutes.
The Communications Specialist will also ensure that all messages handled are tagged correctly to support analytics.
oRoute customer care inquiries to the correct customer contact center for further assistance.
oServe as a partner to our customer contact center social care teams answering questions and ensuring they are responding and handling the message as outlined in our processes.
oLook for opportunities to optimize our use of Khoros (our social media management platform).
Work with the corporate team to put optimizations into practice.
oFlag and escalate issues as needed to the Corporate Social Team.
oOnce familiar with Khoros, responsibilities could include implementation of platform optimizations, such as adding tags or making routing adjustments.
Knowledge, Skills, Abilities &
Experience:
oUnderstanding of both the corporate and customer service side of the business, and how they work together.
oInterest in digital customer communications and marketing channels and an understanding of how the company uses them to interact with and support external stakeholders.
oPositive, empathetic attitude with attention to detail and ability to read between the lines to respond to customers' needs.
obility to craft clear and concise responses to assist in quickly resolving issues and promoting first contact resolution.
oSkilled in crafting a response for a digital channel and understanding key differences between how to respond on each channel.
obility to determine what needs to be elevated quickly.
Identifying these reputation management opportunities and knowing when and how to act.
oPrepared to research and utilize all available resources to track down a wide array of customer inquiries in a timely manner.
oWillingness to learn and adapt quickly as needed.
oWhat are the top (at least 3 if possible) must have skill sets (technical/functional) which are required? 1.
Digital / Social media proficiency 2.
Strong Written and Verbal Communication skills 3.
Analytical / Critical Thinking / Problem solvingoWhat are the top nice to have skill sets? Familiarity with Energy or utility experience oWhat soft skill requirements do you have (team fit and personality requirements)? Friendly; strong team-focused skills ; customer focused oWhat education and certifications/licensures are required? Communications or Marketing preferred oAre there any specific companies/industries or ideal background you'd like to see in the candidate's experience? Service industries or customer service backgrounds Recommended Skills Journalism Television Public Speaking Editing Mass Communication Broadcasting Estimated Salary: $20 to $28 per hour based on qualifications.
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