Social Media Specialist

Alta Resources•Neenah, WI

105d

About The Position

The Social Media Specialist provides professional, high-quality service and sales support to existing and prospective customers using a consultative approach aligned with Alta Resources’ and its clients’ cultures and philosophies. The role ensures company compliance across social media activities by monitoring content for appropriateness, potential adverse events, and product quality complaints. It also engages with consumers by responding to inquiries and questions in accordance with client guidelines and established procedures. The work may include monitoring and moderating Instagram, Facebook, Twitter, and TikTok content, while following brand strategies and supporting brand objectives. 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 standard operating procedures and work instructions, protects sensitive information, escalates relevant contacts, completes assigned work on time, meets team and client performance goals, and collaborates with coworkers and management. The role may be onsite, hybrid, or fully virtual depending on the role and business needs, with listed locations in Neenah, Wisconsin; Brea, California; Fort Myers, Florida; Pasig City, Philippines; Belize City, Belize; and Mexico City, Mexico.

Requirements

High school diploma or equivalent (GED or HSED).
Two years of customer service, public relations, or professional writing experience.
Working knowledge of computer technology, including social media platforms.
Knowledge of engagement on one or more of these platforms: Instagram, Facebook, Twitter, TikTok, Snapchat, YouTube, and Pinterest.
Strong written, verbal, interpersonal, and relationship-building communication skills, including tact when communicating negative information.
Ability to demonstrate patience, empathy, and strong listening skills while meeting customer needs in a timely and satisfactory manner.
Ability to remain composed while diffusing and professionally negotiating high-tension situations.
Strong retention skills and ability to follow process flows or scripts as needed.
Self-motivation, organization, and time-management skills; ability to prioritize varied responsibilities, multitask, and work with minimal supervision.
Attention to detail and accuracy, including the ability to remain focused and productive on repetitive tasks.
Logical decision-making, troubleshooting, and problem-solving skills; sound judgment, ownership of issues, appropriate escalation, and follow-up.
Ability to maintain confidentiality and handle sensitive client and customer information according to company, client, and regulatory requirements.
Flexibility and willingness to adapt to business and team needs.
Ability to meet deadlines and performance metrics, work independently and as part of a team, and support teammates in a fast-paced environment.
Ability to accept and apply coaching and feedback.
Reliability and a strong work ethic.
Intermediate MS Word skills and proficiency with social media software and sites; ability to learn complex program and product information and navigate multiple applications in a Windows environment.
Ability to enter data efficiently and accurately and type proficiently.
Ability to learn new software and technology applications introduced by Alta or its clients.
Ability to read and comprehend simple English instructions, correspondence, and memos; write simple correspondence; and present information effectively in one-on-one and small-group situations.
Basic addition, subtraction, multiplication, and division skills.

Nice To Haves

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

Responsibilities

Monitor social media activities and identify adverse events, product quality complaints, and inappropriate content according to defined 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 specified in SOPs.
Handle sensitive and private information in accordance with SOPs and regulatory requirements.
Prioritize and complete daily tasks within established timelines, with minimal direction from management.
Meet team and client performance metrics, goals, and deadlines in a fast-paced, changing team environment; 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 services, 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 assigned by the supervisor.
Maintain regular attendance, punctuality, and adherence to the agreed-upon availability schedule.