[Remote] Social Media Monitoring Specialist

Note: The job is a remote job and is open to candidates in USA. WebFX is a full-funnel revenue marketing agency that has been recognized as a Best Place to Work. They are seeking a Social Media Monitoring Specialist to provide excellent customer care services, monitor client social profiles, and engage with audiences through social media platforms.ResponsibilitiesProviding 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 serviceMonitor activity on a high volume of client social profiles 2-3x dailyUtilize native social network monitoring dashboards and inboxes (Facebook, Twitter, Instagram, LinkedIn, YouTube, Blogs, Pinterest, etc.) as well as any third-party tools to monitor activityUtilizing standard operating procedures, template responses and own judgment/critical thinking to resolve or escalate online questions or concernsUtilizing available data and research to answer audience comments and direct messagesCollaborating with account manager to address unique inquiries and situations if/when neededUnderstanding and adopting brand voice to engage with audience and promote brand personalityAbility to independently seek out answers and perform research and analysis to determine the best approach and responseThis position requires 40 hours of remote availability per week during our standard office hours (8am to 6pm EST)Requires reliable internet access60% providing social media customer care services15% utilizing and updating customer service standard operating procedures & responses15% actively monitoring and performing proactive outreaching on social networks10% collaborating with account managersSkillsFluent in English (written and verbal). Resume must be in English to be consideredCustomer 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 mediaMust have strong writing/grammatical skills as well as ability to present information and ideas logically and clearly; keen eye for detail also requiredMust have high-speed internet and smartphone with WiFi capabilities / ability to use social media apps for business purposesPassion for delighting customersLikes to get things doneCommitment to delivering high-quality and defect-free work to clientsAbility 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 rapidlyStrong time-management skills and can meet deadlines consistentlyTakes direction well, but also able to make decisions and take initiativeStrong communication skillsAbility to work independentlyUp-to-date on the latest web technologiesProfessional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivatedEnjoys solving problemsCustomer-centric mentalityAt least 1 year of experience in phone or online customer serviceA Bachelor's degree is preferred but not requiredBenefitsCompany profit-sharingPerformance bonusesHealth insurance (including dental, vision, remote doctor, etc.)World-class industry training (Organic SEO, Local SEO, PPC, Google Analytics, etc.)Long-term career track opportunitiesOngoing learning bonusesFully equipped in-home office setup including computer, dual large monitors, headset, seriously fast internet, generator, and moreUnrestricted access to our proprietary software/platformsAnnual merit-based compensation increasesAccess to virtual professional development opportunities with company expertsVirtual team-building events like monthly meetups and hangoutsInvitation to our annual FXFest – a week-long, all-expenses-paid trip for our international team members (with a 1-year tenure) to our company headquartersCommitment to giving back globally through our FXBuilds programCompany OverviewWebFX is a tech-enabled digital marketing agency that drives measurable growth from AI search and SEO, paid advertising, and more. It was founded in 1996, and is headquartered in Harrisburg, Pennsylvania, USA, with a workforce of 501-1000 employees. Its website is https://www.webfx.com.