Experienced Full Stack Social Media Customer Service Specialist – Remote Opportunity

At arenaflex, we're passionate about delivering exceptional customer experiences that elevate our community, suppliers, farmers, and each other. As a certified B Corporation, we're committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that sets new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, arenaflex careers are brimming with best-in-class opportunities for your development and growth. Join us!

Job Description

We're seeking an experienced Full Stack Social Media Customer Service Specialist to join our team in the United States, New York (USA). As a key member of our Contact Center team, you'll be responsible for managing our social media community, live chat, ratings & reviews interactions, and customer care engagement. If you're passionate about social media and customer care, and have a vast understanding of digital and social media platforms, we want to hear from you!

Responsibilities

As a Full Stack Social Media Customer Service Specialist, you'll be responsible for:

• Utilizing tools like Sprinklr, Live Chat/email platform to engage with the community, share insights and observations, track and report on customer responses, customer sentiment, trending topics, and common conversations that arise.
• Summarizing insights and conversations and working with the Community Manager to create actionable, operational reports that lead to optimization and efficiency in performance.
• Monitoring comments and managing engagement of complaints in a quick and timely manner with the ability to identify trends, detect potential influencers, and proactively spot warning signs/potential crises.
• Crisis Management flagging any critical issues for customers and arenaflex to the Community Manager and internal teams for immediate guidance and resolution.
• Responding to comments and conversations, when appropriate, in order to foster positive engagement and add value to the customer member's experience.
• Writing fresh, engaging content on a daily basis, knowing the communities on each platform, understanding channel-specific nuances, and acting as the face and voice of the brand through engagement.
• Ensuring customer satisfaction on Social Media platforms through quality of engagement and escalating situations where appropriate, to internal teams and stakeholders.
• Knowledge and understanding of Customer Service Procedures and internal Protocols and Policies; creating and developing new protocols when needed and as advised by Management.
• Demonstrating brand expertise on products and services as well as a rich understanding of key activations, product launches, and Marketing-related activities recognizing the impact these may have on volume.
• Embracing brand guidelines when required; acting as a brand advocate through quality of engagement.

Requirements

To be successful in this role, you'll need:

• A Bachelor's degree required.
• 2 or more years of professional work experience managing social media and ratings/reviews for customer care engagement for a brand or within a Customer Contact Center required.
• Demonstrated proficiency in both MS Office (Word/Excel/Outlook/PowerPoint) and Social Media platforms (including Facebook, Instagram, X – formerly Twitter, Yelp, and Ratings/Reviews) is required.
• Excellent communication (oral and written), presentation, time management, and stakeholder management skills (including the ability to develop and maintain strong, cross-functional relationships).
• Highly organized, with strong planning skills and able to work under pressure to meet tight deadlines with minimal supervision.
• Open availability, including weekdays and weekends, to manage after-hours community management coverage for special events or crisis management scenarios (as needed).

What We Offer

As a Full Stack Social Media Customer Service Specialist at arenaflex, you'll enjoy:

• A competitive total rewards package, including a 401k with a company match, healthcare coverage, and a broad range of other benefits.
• Performance-based incentives to recognize and reward your contributions to our team's success.
• Opportunities for career growth and development, with a focus on helping you reach your full potential.
• A dynamic and inclusive work environment that values diversity, equity, and inclusion.
• A comprehensive training program to ensure you have the skills and knowledge needed to succeed in this role.

Work Environment and Company Culture

At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. Our team is passionate about delivering exceptional customer experiences, and we're looking for someone who shares our values and is excited about the opportunity to join our team. As a remote-based opportunity, you'll have the flexibility to work from home and enjoy a better work-life balance.

Compensation and Benefits

The approximate pay range for this position is $65,000 to $80,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills, and abilities, as well as geographic location.

How to Apply

If you're passionate about social media and customer care, and have a vast understanding of digital and social media platforms, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and is committed to diversity, equity, and inclusion. We welcome applications from qualified candidates who share our values and are excited about the opportunity to join our team. If you require an accommodation in order to view or apply to open positions, please dial 711 and provide this number to the operator: 1-800-321-6467.

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