Randstad Social Media Resolution Specialist in Tampa, Florida

Social Media Resolution Specialist

job details:

  • location:Tampa, FL

  • salary:$25.54 per hour

  • date posted:Friday, January 18, 2019

  • experience:3 Years

  • job type:Contract

  • industry:Health Care and Social Assistance

  • reference:450141

job description

Social Media Resolution Specialist

job summary:

Description:

JOB SUMMARY

Responds to and resolves inquiries, comments, and questions (including escalated) received through social media outlets (i.e. Facebook/Twitter/Corporate blog/Online forums) to protect and enhance the company's reputation as a Fortune 250 company and a leader in government-sponsored health care programs. Responsibilities can include miscellaneous special project work. Acts as a subject matter expert and handles complex issues with ability/understanding/knowledge to triage to other functional areas as appropriate/needed.

Key Duties and Responsibilities

  • Highly-visible role responsible for the day-to-day management of stakeholder inquiries on our social media platforms.

  • Identifies social media posts that require engagement and response.

  • Determines the nature and intent of social media comments including sentiment, urgency, and potential issues and implications.

  • Escalates customer service questions to other appropriate internal teams as needed.

  • Works cross-functionally in preparation of effective communications with stakeholders on social channels.

  • Works quickly, with great attention to detail, while managing competing priorities.

  • Logs, tracks, resolves and responds to all assigned inquiries and complaints while meeting all regulatory, CMS, and client Corporate guidelines in which special care is required to protect and enhance client's reputation.

  • Thoroughly researches issues and takes appropriate action to resolve them within turnaround time requirements and quality standards.

  • Identifies root-cause issues to ensure enterprise solutions and communicate findings as needed.

  • Shares case studies and best practices throughout the enterprise.

  • Contributes to the creation of documentation such as SOP's, FAQ's, and resources to be used by internal customer service agents.

  • Assists with special projects as assigned.

Education Level Education Details Required/Preferred

A High School or GED Required

A Bachelor's Degree in a related field Preferred

Experience Level Experience Details Required/Preferred

3+ years of experience in a call center or customer service environment Required

6 months of experience in healthcare environment Required

Other Social Media communication/Public Relations experience Preferred

Other A passion for social and digital media preferred Preferred

Skills

State the minimum required for the job

Skill Sets Other Skills Proficiency

Demonstrated written communication skills Advanced

Demonstrated interpersonal/verbal communication skills Advanced

Other Demonstrated interpersonal skills Advanced

Other Ability to exercise sound judgment Advanced

Ability to work within tight time frames and meet strict deadlines Advanced

Demonstrated time management and priority setting skills Advanced

Other Demonstrate sense of urgency Advanced

Other Attention to detail; accurate and focused Advanced

Technology Other Technology Proficiency Required/Preferred

Other Knowledge and understanding of social media platforms and their respective participants Advanced Required

Other Familiarity with social media listening tools Advanced Required

Written and Verbal Communication Skills Research and Resolve Escalated Cases De-escalations Skills Social Platform Knowledge Independent Worker

location: Tampa, Florida

job type: Contract

work hours: 8 to 5

education: Bachelor's degree

experience: 3 Years

responsibilities:

Key Duties and Responsibilities

  • Highly-visible role responsible for the day-to-day management of stakeholder inquiries on our social media platforms.

  • Identifies social media posts that require engagement and response.

  • Determines the nature and intent of social media comments including sentiment, urgency, and potential issues and implications.

  • Escalates customer service questions to other appropriate internal teams as needed.

  • Works cross-functionally in preparation of effective communications with stakeholders on social channels.

  • Works quickly, with great attention to detail, while managing competing priorities.

  • Logs, tracks, resolves and responds to all assigned inquiries and complaints while meeting all regulatory, CMS, and client Corporate guidelines in which special care is required to protect and enhance client's reputation.

  • Thoroughly researches issues and takes appropriate action to resolve them within turnaround time requirements and quality standards.

  • Identifies root-cause issues to ensure enterprise solutions and communicate findings as needed.

  • Shares case studies and best practices throughout the enterprise.

  • Contributes to the creation of documentation such as SOP's, FAQ's, and resources to be used by internal customer service agents.

  • Assists with special projects as assigned.

qualifications:

Education Level Education Details Required/Preferred

A High School or GED Required

A Bachelor's Degree in a related field Preferred

Experience Level Experience Details Required/Preferred

3+ years of experience in a call center or customer service environment Required

6 months of experience in healthcare environment Required

Other Social Media communication/Public Relations experience Preferred

Other A passion for social and digital media preferred Preferred

Skills

State the minimum required for the job

Skill Sets Other Skills Proficiency

Demonstrated written communication skills Advanced

Demonstrated interpersonal/verbal communication skills Advanced

Other Demonstrated interpersonal skills Advanced

Other Ability to exercise sound judgment Advanced

Ability to work within tight time frames and meet strict deadlines Advanced

Demonstrated time management and priority setting skills Advanced

Other Demonstrate sense of urgency Advanced

Other Attention to detail; accurate and focused Advanced

skills: Search Engine Marketing, search engine optimization

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.