Social Media Representative, Digital Communications

Tailored Brands•Houston, TX

1d•Remote

About The Position

The Social Media Representative supports a consistent, high-quality customer service experience across the company’s social media channels. This role works with other teams to resolve customer issues, address concerns, and ensure communications are accurate and professional across social media and other channels. Reporting to the Manager of Digital Communications, the Social Media Representative performs a variety of responsibilities that support effective customer engagement and communication.

Requirements

High school diploma or equivalent required; bachelor’s degree preferred.
Demonstrated proficiency in analyzing trends and researching complex issues.
Proven working experience in social media or related field and must be familiar with social media concepts, practices, and procedures.
Excellent interpersonal, verbal, and written communication skills, with a high level of comfort in recommending and implementing effective solutions.
Stellar attendance and punctuality with the ability to follow a strict attendance policy, required.
Ability to receive and implement ongoing feedback and coaching for continuous improvement.
Ability to take initiative and be proactive with problem-solving and follow-through skills.
Ability to manage multiple social media conversations, CRM cases, and reporting tasks simultaneously while maintaining accuracy, professionalism, and timely responses.
Demonstrated ability to pay strict attention to detail and deliver high-quality results in a deadline-driven environment, while effectively managing associated stress.
Ability to easily accept and adapt to change and new challenges.

Nice To Haves

Hands-on experience with Gladly, Sprout, SOCi, and other social media applications is a plus.

Responsibilities

Monitor, engage with, and respond to inbound social media messages and reviews across multiple channels and platforms.
Maintain Tailored Brands’ voice and adhere to established department policies and procedures while creating positive outcomes for customers and the company.
Review and respond to cases in CRM as assigned.
Engage with customers and provide exceptional customer service in every interaction.
Attend team meetings to stay up to date on policies, processes, and company initiatives.
Tag, track, and escalate trending topics through social media, providing feedback related to customer-contact drivers, products, and website issues.
Complete and submit individual daily productivity reports.
Gather and summarize weekly data on trends and volume drivers.
Additional duties as assigned.