Please direct your responses to: Michaell@tebww.com
The Experts Bench is seeking immediate candidates for an assignment in San Jose, CA for a Fortune 100 company as a Social Media Community Monitor. This is a great opportunity to add value to a highly skilled team.
The Experts Bench is an industry leader in matching marketing strategy to interim marketing expertise. If you are interested in this engagement, please email Michael LoCoco as soon as possible to MichaelL@tebww.com to discuss this opportunity.
If this is not a fit, but you know a colleague or friend who would like this opportunity, please let us know. There is a referral bonus upon job placement. Thank you for your time.
1. Job Summary and Success Measures
The over arching purpose for this role is to build and nurture CLIENT Small Business Support Community and all of its combined forums so as to promote customer loyalty. To that end the SBC Monitor provides active oversight of CLIENT Small Business Support Community forums so that all participants:
1. Experience a consistently high level of satisfaction by participating in the community either by obtaining or providing Small Business product post sales technical support
2. Feel a sense of community and belonging. Internal and external community members shall always be safe and comfortable within the community
3. Receive recognition for active leadership and participation within the community.
The SB Support Community Monitor will enforce community standards and usage and guidelines, and interact with the users in order to assess and meet their needs. The SBC Monitor ensures that the SBC visitor's experience is efficient and professional.
The high level of success of the SBC Monitor will be reflected in customer participation volume, and survey driven satisfaction and loyalty. In doing this, the SBC Moderator's goal is to promote community growth, increased brand awareness, increased customer expertise. The successful SB Community Monitor will champion post sales technical support delivery, encourage customer feedback, and drive customer loyalty.
2. Job Duties
A. Functional/Technical
1. Community Monitor is responsible for maintaining the CLIENT Small Business Support Community and will provide community management to:
• Welcome and embrace new community members
• Encourage key community contributors by provide positive feedback for exemplary contributions
• Ensure conversations stay on topic and are productive
• Generate content (FAQ's and Pinned posts)
• Provide technical posting
• Assign unanswered posts to community members for responses
• Review all content posted in real-time
• Help create and enforce community policies
2. Participate in discussions regarding continuing viability of individual forums and assist in launching new forums when appropriate
3. Stay abreast of content, activities, and programs by working closely with content coordinators, and other key information sources within the company that provide material/resources to enhance the forum site.
4. Search all public social media including but not limited to Twitter, Facebook, Google+, LinkedIn, Tumblr, MySpace, YouTube, Blogger, Blogspot, and other support forums. Coordinate a CLIENT technical support response as a CLIENT representative when appropriate.
Productivity/Reports Submitted
1. Submits status report of community events, on-going activities, and statistics on a regular basis.
2. Assists Project Lead/Managers in formulating metrics to measure productivity and can Community health
B. Administrative
1. Attend team meetings to obtain updates and provide information and feedback on production performance and on work related matters.
2. Maintain cleanliness and orderliness of personal and project team work station through good housekeeping practices to ensure a safe, orderly, and comfortable physical work environment.
3. Education and Work Experience
Education: BS or equivalent in related fields preferred
Relevant Experience
• 6 months of experience as a community forum moderator is preferred
• 6 months of experience as a CLIENT Escalation level technical support agent or 6 months experience as a 2nd Level Technical Support in another contact center.
• Excellent English written communication skills
• Excellent customer service skills
• Ability to work independently in a fast-paced environment
• Strong analytical skills
• Web development and web hosting experience is a plus
• Must have an advanced knowledge of Small Business networking products.
4. Knowledge, Skills, and Abilities
• Must have exceptional partnering and teambuilding skills. Proven ability to use online tools and interpersonal skills to build relationships across all internal and external cultures.
• Intermediate knowledge of JIVE
• Intermediate knowledge of MS Office applications (Excel, Word, PowerPoint)
• Knowledge in use of different browsers such as Firefox and IE
• Knowledge in use of different Windows OS is a plus
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