Community Moderator_ Social Media

The Community Moderator is responsible for identifying and resolving escalated customer complaints that require detailed and delicate handling by monitoring and responding to customers on social networks and review sites. This position independently analyzes the situation, researches, interprets policy and uses good judgment and skills to determine and execute an effective and satisfactory resolution within required response deadline; maintaining continual communication with the customer through the complaint resolution process. Additionally the Moderator undertakes a variety of activities to support Sears Home Services including , competitive analysis and link building.

This is not a remote position.

Job Duties/Responsibilities:

* Performs day-to-day engagement and conversation for SHS social media properties and review sites.
* Sweeps the social media channels and review sites for comments, works with members to resolve issues.
* Uses a variety of online tools to track and respond to customer comments and online reviews.
* Maintains proficiency in all various systems that provide status reports in order to provide immediate resolutions to members when needed, to include but not limited to: Checking order, delivery ETA and service statuses, check for alternate service availability and process sooner service requests, issue 'good will' Shop Your Way points, return/exchange assistance, process refunds, and provide insights on current issues to members upon request
* Escalates complex issues by creating formal cases in Salesforce and set proper expectations with members on the resolution process and expected response time from a case manager
* Identifies reoccurring issues and work with stores, service units, warehouses and other internal teams and their leadership to resolve root causes for these issues
* Reports to Manager, Social Media with any activity that impact inbound volume, system issues impacting member transactions, member service related issues that are atypical, and any potential public relations, human relations, and legal or compliance related items that require immediate escalation
* Alerts Manager, Social Media of issues or wins and escalates any issues that negatively impact customer experience during regularly scheduled meetings discussing channel topics and trends or in real-time through email.
* Establishes social engagement metrics, case resolution reports and collects feedback for future platform
enhancements.

Job Requirements:

* High School Grad
* 2-4 years of related experience
* 18 years of age or older

Required Skills:

* 2+ years related professional experience in social media and/ customer service
* Understanding of business social protocols across primary social networks (Facebook, Twitter, YouTube) and online review sites (Yelp, Gooogle Local, Angie's List)
* Skilled customer service and escalation resolution

Preferred Skills:

* BS/BA degree in related field required or equivalent professional work related experience.
* 2+ years as social media community moderator/manager

EEO EMPLOYER