1&1 IONOS, Inc
  • Other
  • Philadelphia, PA, USA
  • Full Time

Job Purpose

The Executive Social Media Manager engages with customers through multiple social media platforms to resolve difficult situations both professionally and effectively. Platforms include, but are not limited to, Facebook, Twitter, Instagram, Trustpilot, and Google reviews, along with possible escalations and special tasks from Marketing, PR and mgmt. The Social Media Manager (SMM) would be required to maintain an outstanding service level without sacrificing quality in customer service. The SMM monitors and reports any trends that require urgent attention, and identifies common issues that may be targeted for improvement. As a representative of the company, the SMM is required to maintain a positive public image with regard to the responsibilities listed above, always aiming to provide an excellent experience for our customers, while constantly working to improve IONOS' online reputation.


Duties and Responsibilities

  • Utilize knowledge of IONOS products, processes, policies and services, reasoning and compromise, for positive issue and/or conflict resolution.
  • Proactively resolve customer inquiries and complex cases through a variety of mediums: email, phone (both inbound and outbound calls as needed), social media sites, etc
  • De-escalate difficult situations with customers, analyze potential problems, identify solutions and implement solutions to the customer's satisfaction.
  • Work independently, or collaboratively with other departments, to develop and provide creative, effective solutions to resolve customer concerns, enhancing their experience
  • Utilize G-Suite (Docs, Sheets, Slides, etc) to compile and analyze data, and to make reports regarding recurring or continuous problems.
  • Ability to analyze products, policies, procedures and processes and make recommendations for improvement as necessary.
  • Manage multiple social media accounts in SM management tool (currently Emplifi), while also understanding how to manage accounts on native platforms (Facebook, Twitter, etc)
  • Employ procedures and methods which would either create new traffic or redirect existing traffic to desired forums or review sites in a positive fashion.
  • Work alongside Marketing and Executive Solutions Team members, assisting as needed
  • Provide high-end customer care in public forums.
  • Balance multiple tasks and manage changing priorities.
  • Reliable transportation.
  • Perform other duties as assigned

Qualifications

  • High school diploma or equivalent.
  • At least one (1) year experience within the company or in a similar role
  • 3 years+ customer service experience
  • Demonstrated strong spoken and written communication skills.
  • Proficient (2 years+) experience utilizing processing, program and presentation software (We currently use Google Docs, Sheets and Slides - similar to Word, Excel, Powerpoint)
  • Experience working in a high volume setting while maintaining attention to detail.
  • Prior experience providing customer service via telephone, email and/or chat.
  • Customer service skills such as active listening and conflict management.
  • Technical knowledge regarding web hosting, including basic understanding of service loss or server downtime.
  • Knowledge of IONOS products, services, and marketing plans.
  • Experience in web hosting technologies.
  • Intimate knowledge of products and services provided by IONOS.

Preferred Skills

  • At least 1-year direct experience with professional social media customer support.
  • Bachelor's/4 year college degree or equivalent education
  • Strong verbal and written communication skills.
  • Prior experience utilizing creative writing in a professional setting.
  • Prior professional experience managing an account or profile on one or more major media forums (Facebook, Twitter, etc.)
  • 1-year experience and knowledge with the internal working of blogs.
  • 1-year experience and knowledge with the internal working of complex forums.
  • Experience incorporating existing marketing materials into social media campaigns.

Physical Requirements and Working Conditions

  • The ability to predictably and regularly attend work and to be punctual.
  • The ability to read and understand documents and drawings.
  • The ability to work cooperatively with others.
  • The ability to deal politely and professionally with customers and/or coworkers.
  • The ability to perform several tasks at once.
  • The ability to follow direction or instruction.
  • The ability to use a computer and telephone for extended periods of time to communicate, create, and access information.
  • The ability to regularly sit or stand for extended periods of time
  • The ability to travel domestically and internationally up to 10%

Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.

1&1 IONOS, Inc
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