Upbound Group

Social Media Specialist

JOB PURPOSE: In this role, you’ll help your team to build strong relationships, make expert recommendations, and provide solutions to Coworkers, Retail partners and Customers like a pro. Along the way, you’ll stay current on all team’s procedures so that you can be an expert for your Coworkers, Retail partners and your customers.

• This role is integral to enhancing our digital footprint across various social media platforms
• This position provides a collaborative opportunity with our Marketing team to produce content that stimulates customer engagement and elevates brand recognition.

You are responsible for joining relevant conversations on our social media sites on behalf of the brand and “soft selling” our products by providing support to current and prospective customers. You will also collaborate with other departments to manage reputation and coordinate actions for customer complaint resolution. This position is responsible for providing exceptional service to all Lines of Business and digital customers. Serve as the subject matter expert on products and processes including but not limited to Sales, Full Online Transactions, My Account, etc.

ESSENTIAL FUNCTIONS:

• Moderate all user-generated content in line with the moderation policy for each channel community
• Assist customers using social media websites, online tools, email and phone.
• Follow up frequently with customers throughout the life of their complaint resolution.
• Ability to write, think and work quickly without losing focus.
• Develop a friendly rapport with customers in 140 characters or less.
• Assist with Customer complaint escalation and resolution
• Follow-up on open tickets to drive timely closure
• Support the identification, development and implementation of continuous improvement ideas. 
• Identify key, recurring issues across the department and partner with management to develop a plan for improvement.
• Partners with team members to meet all goals and objectives efficiently, effectively, and within the specified timeframe.
• Provides timely feedback to management concerning operational changes/ideas and recommends solutions to customer service failures.
• Additional duties as assigned

JOB REQUIREMENTS:

• High school, some college, bachelor’s degree in marketing, Communication, Psychology or related field preferred.
• Minimum 1 year monitoring social media sites on behalf of a business
• Previous retail/sales experience a plus
• Windows based software including Microsoft Office products
• Bilingual skills strongly preferred
• Amplification of our brand awareness and marketing initiatives.
• Ability to adapt to changing needs and prioritize accordingly.
• Experience using Sprinklr, Medallia, or other social media monitoring tools
• Proficient in social media platforms such as, but not limited to: Facebook, Instagram, X, LInkedin, Google etc.
• Excellent written and verbal communication.
• Eager to stay up to date on the latest social media trends and technological advancements

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