Engagement & Response Specialist

Rocky Brands, Inc.•Nelsonville, OH

1d•Remote

About The Position

The Engagement & Response Specialist will serve as the voice of the brand across digital channels, ensuring positive customer experiences, swift issue resolution, and valuable feedback collection, fostering loyalty. This role involves managing online reviews, customer feedback, engaging with customers on various platforms, tracking engagement metrics, and collaborating with other teams to improve overall customer experience.

Requirements

Associate's degree (A. A.) or equivalent from two-year College or technical school; or two (2) to four (4) years related experience and/or training; or equivalent combination of education and experience. One (1) to two (2) years of call center experience.
Intermediate level of experience in Microsoft Applications including Excel, Word, PowerPoint, Outlook, and Explorer.
Analytical ability with experience in data collection and analysis tools.
Strong communication skills; demonstrate exceptional relationship building skills.
Proficient written and verbal communication skills.
Strong customer centric focus and ability to translate customer needs into deliverables.
Demonstrated ability to be a self-starter with initiative and the ability to multi-task.
Ability to work independently as well as in a team environment.
Must possess problem solving and multi-tasking skills, attention to detail, organizational skills and effective time management.

Responsibilities

Professionally represent the Rocky portfolio online.
Monitor, manage and analyze feedback trends to identify opportunities for improvement.
Provide cross functional coordination with the brand marketing managers and internal ecommerce team members to respond to consumer reviews.
Provide recommendations for website and customer experience improvements, traditional and digital, based on customer insights.
Support senior management in various projects or initiatives as needed.
Manage Bazaarvoice account to respond and handle daily customer reviews and questions.
Manage and respond to Google reviews.
Manage and respond to Better Business Bureau complaints and reviews.
Troubleshoot and resolve online customer issues via customer service team and other internal teams as needed.
Collaborate with Ecommerce team and explore opportunities to increase online sales through marketing initiatives.
Collaborate with product team to provide timely insights into product feedback or issues discovered in customer reviews.
Offer feedback to E-commerce department regarding consumer's experience while interacting with websites including suggestions for improvements based on this feedback.
Help to troubleshoot, understand, and fully document any web issues before getting it to the correct technical resource for resolution.
Answer inbound and place outbound calls - professionally and promptly.
Ascertain customer problems or reasons for calling, chatting, emailing, or mailing; provide appropriate solutions and alternatives to ensure resolution.
Assist with placement of orders, refunds or exchanges and the cancellation of orders.