Social Media Specialist

Alta Resources•Neenah, WI

110d

About The Position

The Social Media Specialist provides professional, quality, and “best in class” service to existing and prospective customers using a consultative approach aligned with the culture and philosophies of Alta and its clients. The role ensures compliance across social media activities for all programs, including monitoring content for appropriateness, potential adverse events, and product quality complaints. It also involves engaging with consumers, responding to inquiries, and addressing questions across platforms such as Instagram, Facebook, Twitter, and TikTok. The position requires critical thinking, multitasking across applications, adherence to brand strategies, and creative, confident writing in public-facing consumer forums. The specialist works with colleagues and management to meet operational and client objectives, follow applicable procedures and regulatory requirements, and complete tasks within established timelines. Depending on the role and business needs, employees work onsite, in a hybrid model, or fully virtually.

Requirements

High school diploma or equivalent (GED, 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 one or more of Instagram, Facebook, Twitter, TikTok, Snapchat, YouTube, and Pinterest.
Strong interpersonal, verbal, and written communication skills, including the ability to build rapport and relationships and communicate negative information tactfully.
Ability to demonstrate patience, empathy, and strong listening skills while addressing customer needs in a timely and satisfactory manner.
Ability to maintain composure while diffusing and professionally negotiating high-tension situations; strong retention skills and ability to follow processes or scripts.
Self-motivation and ability to prioritize complex responsibilities, multitask, and execute tasks with minimal supervision; strong organization and time-management skills.
Attention to detail and accuracy, and 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 and client policies and regulatory requirements.
Flexibility and willingness to adapt to changing business and team needs.
Ability to meet deadlines and key metrics, work independently and as part of a team, and deliver results in a fast-paced 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.
Intermediate Microsoft Word skills and proficiency with social media software and sites; ability to learn complex program and product knowledge and navigate multiple applications in a Windows environment.
Efficient and accurate data entry and typing/keyboard proficiency; ability to learn new software and technology applications.
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 preferred.
Industry experience or experience in another service-related industry within a corporate environment desired.
Intermediate to advanced knowledge and use of Microsoft Office, particularly Word, Excel, PowerPoint, and Outlook desired.

Responsibilities

Monitor social media activities and identify adverse events, product quality complaints, and inappropriate content according to established 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 respond 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 multiple tasks and complete daily work within established timelines, with minimal management direction.
Meet team and client performance metrics, goals, and deadlines in a fast-paced team environment; provide backup support to other teams as needed.
Take initiative to obtain and continually update product knowledge.
Build positive working relationships with Alta coworkers and employees at all organizational levels, providing updates and reporting as needed.
Recommend improvements to services, products, procedures, or packaging to support operational excellence or prevent similar 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.
Perform other duties that may be assigned.