Social Brand Engagement Specialist

2 months agoSalt Lake City, UT

Who We're Looking For - Social Media Specialist
The Social Specialist serves as a key player on the social media "customer support and brand love" dream team, embracing the brand, voice, and tone on behalf of our client partners to build the ultimate customer experience (CX). We've partnered with a leader in the internet and telecommunications industry to help manage and grow their digital customer engagement programs and reports to the Team Lead for the SocialX practice in Clearlink's Salt Lake City, UT office (currently work from home).
Your Focus

  • Drive positive and unique and outstanding customer experiences through crafting social engagements on behalf of the brand partner, with the intent of raising brand awareness, encouraging brand adoption, growing customer satisfaction, and deepening brand loyalty
  • Serve as a leader on customer relationship management by representing the brand partner (and their respective products/services), in line with brand voice and tone, product knowledge, corporate guidelines, and training, while also developing a strong understanding of trends, preferences, and dislikes of current and potential customers
  • Identify, source, and complete social opportunities to surprise and delight (S&D) users by sending them swag/promotional items/products
Your Day-to-Day
  • Provide complete, accurate, and timely support/assistance to social media and digital customer service complaints, troubleshooting, queries, and feedback, adhering to program-specific social playbook, including channel and response priorities, critical metrics, service levels, and quality assurance framework
  • Reply to brand engagement-related social media consumer posts (including Twitter, Instagram, and Facebook) on behalf of client partner, adhering to client-specific social media playbook and guidelines including engagement protocol, voice/tone, and escalation procedures
  • Proactively research, locate, surface, and potentially engage in timely and brand-appropriate shareable user-generated content (UGC) to recommend for repost across client-owned social channels
  • Support and expand proactive social listening to:
    • Find opportunities to create more personalized, near real-time customer- influenced engagement replies and content
    • Pinpoint emerging customer trends in real-time to elevate as wider call-to-action/user-generated brand engagement opportunities
    • Locate and support "newsjacking" opportunities; i.e. flagging potentially relevant trending hashtags, social, and/or cultural moments for engagement and/or content creation inspiration
    • Identify information that can be used as knowledge base / self-serve content, or proactive, outbound social customer care content
  • Track consumer response to GTM roll-outs and competitive insights
  • Ensure issues are processed correctly and in a timely manner using the appropriate and necessary tools and processes
  • Provide accurate and relevant feedback on internal processes and tools to internal departments (including team lead, social media analysts, and account management) and/or clients to help optimize current processes, such as the development of knowledge base (KB) resources for team
What You Need
  • Fluent in reading, writing, and speaking English
  • Excellent written and verbal communication skills, including grammar, punctuation, and spelling nuances of the English language
  • 1-3 years of proven experience managing social communities for brands or organizations preferred, online user-to-user support, community management social media, or marketing communications
  • High-level understanding of digital channels, including similarities and differences between social media networks, messaging apps, web-based chat, community forums, consumer review sites, self- service content, and e-mail (as well as understanding of the difference between using social media on behalf of a company as opposed to personal use)
  • Previous experience with social media management tools such as Sprinklr, Khoros, etc. or other related technology platforms highly desirable
  • 1-3 years customer service experience or experience working in a related industry also preferred
  • At least 1-2 years of experience with Google Suite Programs and MS Office programs
  • Ability to quickly adopt and retain high-level knowledge and expertise on client's products and services
  • Typing speed of at least 40 words per minute is desirable
  • Ability to work 9am-5pm Monday-Friday, along with occasional weeknights and/or weekends for special event coverage
  • High school diploma required
  • Drug test required
More About Clearlink
Clearlink, a SYKES company, is an award-winning digital marketing, sales conversion, and technology company, headquartered in Salt Lake City. A trusted partner for Fortune 500 companies since 2003, Clearlink delivers intuitive and engaging experiences throughout the customer journey that connect consumers with the products and services they need. Clearlink's people-focused culture has been recognized internationally for strong leadership, business growth, innovative employee initiatives, and corporate social responsibility.

We are a company that lives by CLEAR values: Create Community, Learn and Grow, Embrace Opportunity, Act Like an Owner, Respect Every Person. That means that when you come to work for Clearlink, you'll be surrounded by people that care for each other, care about every person being able to be the most authentic version of themselves, and care about making the communities around them a better place. Clearlink is a place that will empower you to take true ownership of your career and provide all the support needed to help you turn challenges into opportunities to grow!

People have taken notice of all the phenomenal things happening here at Clearlink! Over the last couple of years, we've been recognized with dozens of awards, such as:
  • Utah Business Magazine's SAMY Awards
  • Utah Business Magazine's 40 Under 40 Awards
  • Utah Business Magazine's 30 Women to Watch Awards
  • Utah Business Magazine's 20 in Their 20s Awards
  • Utah Business Magazine's Fast 50 Awards
  • Search Engine Land Awards, Best In-house SEO Team Finalist
  • PR Daily Digital PR Awards, Viral Campaign Award
  • PR Daily Digital PR Awards, Media Relations Campaign Award
  • Utah Diversity Connection, Large Business Diversity Award
  • The Stevie Awards, Achievements in Health and Wellness
  • The Stevie Awards, Achievements in Developing and Promoting Women in Business
  • The Stevie Awards, People-focused CEO of the Year
  • Utah Business Magazine's CEO of the Year
  • Achievers 50 Most Engaged Workplaces Award
  • Women Tech Council's Shatter List
In addition to the competitive pay and a healthy work/life integration, Clearlink offers industry-leading benefits to support you both inside and outside of the workplace. Some of the benefits include:
  • An award-winning wellness program with a path to have 100% of healthcare premiums paid in full (over 80% of employees have 90%-100% of their premiums covered by Clearlink)
  • 401K matching, tuition reimbursement, dedicated budget for conferences and certifications training/certification opportunities
  • Free sets of ski passes to Utah's top ski resorts
  • Annual Trip of a Lifetime winners from each department that get to choose anywhere in the world to visit, and everyone in the larger group of finalists get a consolation prize of a week in a tropical paradise like Hawaii, Jamaica, or Mexico
  • Paid maternity/paternity leave
  • Access to yoga, meditation, counseling, outdoor and wellness activities like mountain biking and paddle boarding, and much more
Everyone is a part; no one is apart. Ours is a community for everyone. We embrace diversity in experience, identity, and perspective, not only to help each of us learn and grow, but also to expand the capabilities of our business.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

COVID-19 Update
We offer a fully remote hiring process: this means all your interview steps will be completed via phone or video meeting. We also offer work from home, with the understanding that in the future tis role may transition to an in-office, onsite position in our Salt Lake City office. While our day-to-day approach has changed a bit during this time, our dedication to hiring the best talent in the industry and helping them to thrive both personally and professionally is stronger than ever.

Job ID: clearlink-WdqaykVz2ANx