Social Media Specialist

Job description

POSITION DESCRIPTION:

The Social Media Specialist is responsible for establishing and maintaining profitable relationships with consumers via social channels online including Brand Consumer Reviews, Retailer Reviews, Facebook, Twitter, Youtube and select, online DIY sites. In addition to aligning with Digital Marketing and Brand Marketing Teams, this position will entail public brand messaging as well as email communications. This role will drive lifetime consumer brand loyalty and profitable growth serving as the brand ambassador for customer experience interactions via digital correspondence. The Social Media Specialist is responsible for resolving owner needs (questions, concerns, product issues, etc.), engaging the customer and confidently recommending a resolution within the span of Electrolux CEC process and policy, while providing individualized solutions that WOW.

ESSENTIAL DUTIES AND RESPONSIBILITIES

·  Serve as an expert for Electrolux and/or Frigidaire owners by answering general product related questions, diagnosing and resolving specific product concerns, assisting in website transactions
·  Own and elevate the owners experience by seeking assistance/approval for owner requests outside of normal procedures or policies
·  Share excitement and experiences with the Electrolux family to continuously grow knowledge base to all brand ambassadors
·  Recommend, assist with, and/or implement process improvements
·  Attend and actively participate in all scheduled coaching, training and certifications
·  Maintain a dedication to providing exceptional customer service; foster customer service obsession and strong morale within the team.
·  Provide backup support for other queues and departments as necessary

COMPANY DESCRIPTION
Electrolux is a global leader in home appliances, based on deep consumer insight and developed in close collaboration with professional users. We offer thoughtfully designed, innovative and sustainable solutions for households and businesses, with products such as refrigerators, dishwashers, washing machines, cookers, vacuum cleaners, air conditioners and small domestic appliances.

Under esteemed brands including Electrolux, AEG, Zanussi, Frigidaire and Electrolux Grand Cuisine, the Group sells more than 50 million products to customers in more than 150 countries every year. In 2014, Electrolux had sales of SEK 112 billion and about 60,000 employees.

Electrolux has been doing business since 1919. The headquarters are located in Stockholm, Sweden, and the Electrolux share ELUXb is listed on Nasdaq OMX Stockholm.

Desired profile

POSITION REQUIREMENTS:

·  Advanced education strongly preferred
·  Minimum 1-2 years digital customer service experience required, consumer engagement center experience a plus
·  Or equivalent combination of education and experience
·  Dynamic and engaging communication skills, both written and verbal; must be able to understand written and verbal instructions in English as well as demonstrate proficient online writing/typing skills (45+ wpm)
·  Solid  knowledge of Microsoft Word and Excel
·  Experience in SAP CRM  software required
·  Strong social networking background preferred
·  Sales experience a plus

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

·  Stellar attendance and punctuality are a must
·  Excellent reading comprehension abilities with the insight to quickly and easily read others through written cues
·  Provide exceptional customer service and problem solving by responding to all email and/or Chat
·  Demonstrated ability to respond appropriately and professionally to customers, coworkers and other departments
·  Exceptional sense of urgency toward resolution of customer questions/issues with the passion to exceed customer expectations and delight the customer on a consistent basis
·  Agility to balance multiple projects according to workflow priorities
·  Demonstrated problem solving and interpersonal communication skills; ability to engage customer to identify root cause(s)
·  Ability to receive and implement ongoing feedback / coaching
·  Must be results oriented
·  Motivated to be a consistent performer
·  Assist customers with new and existing accounts, website navigation, and prepurchase inquiries
·  Be an active listener who can show empathy and patience in a non-scripted environment
·  Communicate information to a variety of non-technical and technical customers
·  Work in a fast paced, high volume, changing environment
·  Learn and strive to gain new knowledge about product and service changes
·  Capable of setting priorities, meeting pre-determined deadlines and multi-tasking.  Strong initiative and proactive mindset
·  Possess strong decision making, problem solving and analytical skills with particular attention given to detail and accuracy.
·  Demonstrate customer obsession resulting in the ability to meet and exceed consumer needs.
·  Strong selling and persuasion skills.
·  Successfully navigates through ambiguity and change
·  Bilingual capabilities a plus
·  Career ambitious
·  Ability to multi-task
·  Experience with SAP CRM, Service Bench, IPL, Avaya phone systems a plus

REQUIRED LANGUAGES

·  English