Social Media Monitoring Specialist

Job Description

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Hi there! We’re WebFX, a full-funnel revenue marketing agency based in the US. We’ve been 10x named a Best Place to Work, and we’d love to meet you! We are a fast-growing company of more than 700 FXers, that has doubled in size over the past 5 years, with talented team members in 6 US offices, 20+ US States, and now based around the globe (and representing 18+ different countries, including offices in Guatemala and South Africa!). 

While WebFX and our subsidiary companies, such as Nutshell CRM, SEO.com, and TeamAI, are growing rapidly, we are committed to growing strategically and sustainably, and that starts with growing our team of the #BestCoworkers - that’s where you come in!

We’re looking for people to join our mission to provide world-class full-funnel revenue marketing solutions to mid-size businesses worldwide, We are passionate about what we do, we’re committed to driving business growth for our clients, and we’re on the hunt for people just like you, who take pride in their work and want to be part of a company that does too. 

Why Choose WebFX?

• We've been 10x named a Best Place To Work 🎉
• We have offices in Guatemala, South Africa, St. Petersburg FL, Ft. Myers FL, Lancaster, and York, PA! AND we're continuing to grow! 🌱📈
• Prior knowledge/experience is not required for any of our roles, we provide all of the training and tools necessary for you to be successful!
• Flexible Schedule (start your day between 8 and 10 am - when you do your best work!)
• 150% Company Match Of Personal Charity Donations
• Generous Paid Time Off 🏖
• Employee Wellness Program
• Love to learn? You sound like an FXer! FXLearns Library with hundreds of personal and professional growth books 📚
• Humanitarian Trips ✈️
• Dressing up everyday not for you? We get it! Enjoy our Casual Dress Code
• Personal Desk Fund 💰 
• Merit-based promotions (we promote from within, you will move up and grow here!)

Learn more about our Guatemala office here!

What We're Looking For

Desired Education A Bachelor’s degree is preferred but not required. Pre-employment testing is required.

General Knowledge Fluent in English (written and verbal). Resume must be in English to be considered. Customer service experience & proven interest in long-term customer service field/career (e.g. this is not a temporary position) Solid understanding of the internet and social media Must have strong writing/grammatical skills as well as ability to present information and ideas logically and clearly; keen eye for detail also required. Must have high-speed internet and smartphone with WiFi capabilities / ability to use social media apps for business purposes

Qualities Passion for delighting customers Likes to get things done Commitment to delivering high-quality and defect-free work to clients Ability to work well in a high-concurrency environment (many projects) Capable of individual “deep work” as well as the ability to collaborate with a team to complete projects rapidly Strong time-management skills and can meet deadlines consistently Takes direction well, but also able to make decisions and take initiative Strong communication skills Ability to work independently Up-to-date on the latest web technologies Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated Enjoys solving problems Customer-centric mentality

Experience At least 1 year of experience in phone or online customer service

What You'll Do

Responsibilities

• Providing excellent customer care services for each business that we work with and cultivate a unique connection with their audiences through computer and mobile phone customer service.
• Monitor activity on a high volume of client social profiles 2-3x daily.
• Utilize native social network monitoring dashboards and inboxes (Facebook, Twitter, Instagram, LinkedIn, YouTube, Blogs, Pinterest, etc.) as well as any third-party tools to monitor activity.
• Utilizing standard operating procedures, template responses and own judgment/critical thinking to resolve or escalate online questions or concerns.
• Utilizing available data and research to answer audience comments and direct messages.
• Collaborating with account manager to address unique inquiries and situations if/when needed
• Understanding and adopting brand voice to engage with audience and promote brand personality
• Ability to independently seek out answers and perform research and analysis to determine the best approach and response
• This position requires 40 hours of remote availability per week during our standard office hours (8am to 6pm EST)
• Requires reliable internet access

Percentage Breakdown 60% providing social media customer care services 15% utilizing and updating customer service standard operating procedures & responses  15% actively monitoring and performing proactive outreaching on social networks 10% collaborating with account managers 

Training Our “Bootcamp” web marketing training program will be provided for new WebFX “family members.” Access to hundreds of online courses and training materials Departmental trainings, trend watch reports, and monthly Lunch-and-Learns

What You'll Get

Opportunities for Growth WebFX grew 250%+ over the past 3 years, and merit-based promotional opportunities are abundant for new family members who meet or exceed position performance metrics.

Longevity WebFX is looking for candidates who want to work in customer service long-term as this is a stable and full-time indefinite position at WebFX within the social media customer service department. No voluntary turnover in the last 4 years in our international remote team!

Compensation Negotiable