Social Media Specialist

Alta Resources•Neenah, WI

155d

About The Position

The Social Media Specialist provides professional, quality, and “best in class” service to existing or prospective customers using a consultative approach aligned with Alta Resources’ and its clients’ cultures and philosophies. The role supports company compliance across social media programs by monitoring activities for appropriateness, potential adverse events, and product quality complaints. It also engages with consumers, responds to inquiries, and addresses questions while following brand strategies and supporting brand objectives. The work may include monitoring and moderating content on Instagram, Facebook, Twitter, and TikTok. The position requires a creative, critical thinker who can write confidently in public consumer forums and multitask across websites and software platforms. The specialist follows established procedures and client guidelines, protects sensitive information, escalates specified contacts, meets performance expectations and deadlines, and collaborates with coworkers and teams. The role also provides consumer insights, keeps product knowledge current, recommends improvements, reports training or system issues, and performs other appropriate duties as assigned. Regular attendance, punctuality, and adherence to an agreed schedule are essential.

Requirements

High school diploma or equivalent (GED or HSED) required.
Two years of customer service, public relations, or professional writing experience required.
Working knowledge of computer technology, including social media platforms, required.
Knowledge of engagement on at least one of the following platforms: Instagram, Facebook, Twitter, TikTok, Snapchat, YouTube, or Pinterest.
Excellent interpersonal, verbal, and written communication skills, including the ability to communicate tactfully and build rapport with customers and coworkers.
Ability to demonstrate patience, empathy, and strong listening skills while addressing customer needs in a timely and satisfactory manner.
Ability to maintain composure and professionally defuse and negotiate high-tension situations.
Ability to retain information and follow process flows or scripts as needed.
Self-motivation and ability to prioritize complex responsibilities, multitask, and work with minimal supervision.
Strong organization, time management, attention to detail, and accuracy.
Ability to remain focused and productive on repetitive tasks.
Logical decision-making, troubleshooting, and problem-solving skills, with sound judgment and appropriate escalation and follow-up.
Ability to protect confidential client and customer information in accordance with company and client policies and regulatory requirements, and to understand the risks of inappropriate communication in a virtual environment.
Flexibility and willingness to adapt to changing business and team needs.
Ability to meet deadlines and metrics, work independently and as a team member, and deliver results in a fast-paced team environment.
Willingness to assist teammates and build relationships to achieve company and department goals.
Ability to accept and apply coaching and feedback from leadership.
Reliability and a strong work ethic.
Ability to read and comprehend simple instructions, short correspondence, and memos in English; write simple correspondence; and present information effectively in one-on-one and small-group settings.
Basic addition, subtraction, multiplication, and division skills.
Ability to enter data efficiently and accurately, with typing and keyboard proficiency.
Ability to learn new software and technology applications introduced by the client and Alta.

Nice To Haves

Bachelor’s degree from a four-year college or university preferred.
Industry experience or experience in another service-related industry within a corporate environment desired.
Intermediate to advanced knowledge and use of Microsoft Suite, primarily Word, Excel, PowerPoint, and Outlook, desired.

Responsibilities

Monitor social media activity and identify adverse events, product quality complaints, and inappropriate content according to procedures and guidelines.
Encourage discussions about product-related news, tips, and insights, and provide clients with consumer insights that may support innovation, improvement, or product development.
Multitask across websites and software platforms with different objectives.
Follow applicable Standard Operating Procedures (SOPs) and Work Instructions (WIs).
Moderate and reply to consumer comments using client-established guidelines.
Escalate applicable contacts to management as defined in SOPs.
Handle sensitive and private information in accordance with SOPs and regulatory requirements.
Prioritize and complete daily tasks within established timelines, including work across projects or cross-functional teams, with minimal management direction.
Meet team and client performance metrics, goals, and deadlines in a fast-paced team environment, and provide backup support to other teams as needed.
Take initiative to obtain and continually improve product knowledge.
Build positive working relationships with Alta coworkers and people at all organizational levels, providing updates and reporting as needed.
Recommend improvements to service, products, procedures, or packaging to support operational excellence or prevent recurring issues.
Report training needs and system errors or discrepancies to the supervisor.
Complete other tasks as deemed appropriate by the supervisor.
Maintain regular attendance, punctuality, and adherence to the agreed-upon schedule of availability.