Sr Representative - Social Media

Position is responsible for community engagement through Kohl’s social media outlets such as Twitter, Facebook, YouTube, Google+, Instagram and Kohl's Customer Ratings and Reviews. ACE Associates partner with Legal, LP, SOE, Risk Management, Social Marketing, Public Relations and other areas to resolve issues.

Primary Responsibilities

Monitoring of Kohl’s social media spaces including community management and resolution of customer issues.

Analyze and report data compiled from Kohl’s social media spaces.

Research and resolve issues using Kohl's systems including but not limited to CSC, CICSP1, Evolve and Connect.

Resolve issues in partnership with other departments such as Social Marketing, Legal, Public Relations, Fraud, SOE, Digital Consumer Analytics and Systems

Issue Resolution and Follow-Up

Resolve escalated customer complaints posted on Kohl’s social media spaces.

Engage with customers through various product and service review platforms such as Yelp and Facebook reviews.

Follow up with Senior Executives and other involved parties advising of action taken and provide coaching feedback to Department Managers if needed.

Obtain background information from customers and Kohl’s resources.

Provide reimbursements to customers through gift cards, credit adjustments, price adjustments and refund checks as appropriate.
Qualifications

Required Qualifications:
- Prior customer service experience
- Prior social media experience in a professional setting
- Strong decision making and judgment skills in unique situations
- Grammar and writing

Preferred Qualifications:
-Experience diffusing customer issues