Social Media Specialist I in Jeffersonville at Startek

Date Posted: 2/12/2018

Job Snapshot

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Job Description

Position Summary:  Social Media Specialists are true engagement specialists – skilled at engaging in meaningful interactions that make our clients’ customers say “WOW!” In this role, the Engagement Specialist interfaces with customers via social media correspondence on the internet for the purpose of resolving customer issues with products or services while practicing superior customer service. Focus speed of answer and ensuring all avenues for solving the customer’s issues are evaluated.   
The Engagement Specialist is responsible for MULTIPLE BRANDS and MULTIPLE CLIENTS on social media sites possibly including but not limited to Facebook, Twitter, BazaarVoice, Yelp,, Google , Google Reviews, Instagram and/or Pinterest.   
Essential Duties & Responsibilities:   
  • Interfaces with customers via social media correspondence on the internet for the purpose of resolving customer issues with products or services while practicing superior customer service. Focus speed of answer and ensuring all avenues for solving the customer’s issues are evaluated.   
  • Operates computer/on-line guidelines for the purpose of responding to customer inquiries   
  • Resolves customer issues on first contact   
  • Follows escalation procedures as needed   
  • Safeguards important customer and company information in order to maintain confidentiality.     
  • Crafts response to customer in a clearly written communication using proper grammar and syntax.  Conveys information in a succinct manner.    
  • The Engagement Specialist may need to diffuse negative emotions with the customer in order to re-establish trust.  Demonstrates high level of customer service to assure customer satisfaction.   
  • Listens attentively to customer needs, demonstrates empathy and is personable and specific.   
  • Seizes every opportunity to resolve the customer’s issues within the first contact and when possible, answers the questions publically on the native social media site where questions originate for community education.   
  • Maintains Performance goals such as, but not limited to turn-around time Service Level Agreements, and complete coverage of all client mentions.  Maintains Quality goals such as but not limited to greeting, presentation and closing.   
  • Completes, processes, and maintains applicable paperwork and records   
  • Follows escalation procedures as needed.   
  • May perform other related duties and responsibilities as assigned and/or required    

Job Requirements

Knowledge, Skills and Abilities:   
  • Fluent in verbal and written English.   
  • Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.   
  • Ability to work effectively in a team oriented, high demand and fast paced environment.     
  • Ability to maintain high level of confidentiality and work with highly sensitive data and information.   
  • Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.   
  • Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.   
  • Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.   
  • Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.   
  • Must have basic math, reading and writing skills to be able to count, read instructions and document necessary paperwork.   
  • Strong phone skills for the purpose of gathering data for problem-solving and for communicating results to callers.   
  • Persuasive & friendly verbal communications skills for the purpose of re-establishing trust with customers and/or convincing customers to maintain upgrade or add other services and equipment.    
  • Ability to deal with conflict and interact with distressed customers to provide information in response to inquiries about products and services and to handle and resolve service complaints.    
  • Knows and executes on decisions which are within their scope.   Knows and asks for assistance on decisions which are outside of their scope.     
  • Demonstrated written communication skills to effectively trouble shoot, diagnose, identify and solve customer issues using email, chat or other venues that require written correspondence with customers   
  • Demonstrated problem identification and problem resolution skills used to effectively determine and implement alternative solutions and bring issues to a positive resolution.   
  • Ability to learn how to utilize multiple types of customer management tools   
  • Proficient with social media sites with heavy emphasis on Facebook and Twitter knowledge   
  • Website navigation skills a plus.    
  • Telemarketing and/or sales skills preferred.   
  •  Ability to communicate with client directly in weekly meetings in a professional manner.   
  • Travel may be required to attend work related meetings and training sessions    
  • May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Incumbent must be able to support operations which are opened weekends and evenings.  All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required.   
  • Able to maintain a regular work schedule to meet the needs of the business.   
  • Required to read and follow all company policies and procedures.   
  • Support and model the company values.   
“STARTEK is an Equal Opportunity Employer”   


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