Experienced 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 Social Media Customer Service Specialist to join our team in the United States, New York (USA). As a remote-based opportunity, this role requires full weekday and some availability on Saturdays. If you're passionate about social media and customer care engagement, we want to hear from you!

Responsibilities:

As a Social Media Customer Service Specialist, you'll be responsible for managing arenaflex's social media community, live chat, ratings & reviews interactions, and customer care engagement. Your primary focus will be on continuously monitoring the brand's social media (including Facebook, Instagram, X) and ratings & reviews (i.e., Yelp and Google Business) channels to communicate, respond to, and engage with the community. Your goal will be to encourage loyalty and foster positive conversation. Some of your key responsibilities will include:

• 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, as well as proactively spot warning signs/potential crises.
• Crisis Management flagging any critical issues for customers and arenaflex to the Community Manager and appropriate 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, possessing 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 valued member of our team, you'll enjoy a competitive total rewards package, including:

• A salary range of $65,000 to $80,000.
• Performance-based incentives.
• A 401k with a company match.
• Healthcare coverage.
• A broad range of other benefits.

Why Join arenaflex?

At arenaflex, we're committed to creating a diverse and inclusive workplace where everyone feels valued and empowered to succeed. We're passionate about delivering exceptional customer experiences and driving positive change in our community. If you're passionate about social media and customer care engagement, we want to hear from you!

How to Apply:

If you're ready to take your career to the next level, apply now! Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you!

Equal Opportunity Employer:

arenaflex is an equal opportunity employer and is committed to diversity and inclusion. We welcome applications from qualified candidates from diverse backgrounds and are proud to be an inclusive workplace. If you require an accommodation in order to view or apply to this position, please dial 711 and provide this number to the operator: 1-800-321-6467.

Review Our Applicant Privacy Notice:

Before applying, please review our applicant privacy notice at https://www.arenaflex.com/privacy.

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