Senior Social Media Moderation Specialist-2

Location(s):
Franklin, TN

Job Schedule:

Full-time

Education Requirement:
Bachelor’s

Sponsorship:
No

Come Drive Innovation with Us. We are currently looking for a Senior Social Media Mode rations Specialist 2 to join our team in Franklin, TN. The Social Media Customer Experience (SMCX) Senior Moderation Specialist is responsible for assisting the management team in organizing, planning, and implementing strategy while boosting department productivity. Their role will be responsible for providing effective customer service across Social Media Platforms by utilizing their exceptional writing and research skills and in-depth knowledge of the Nissan and INFINITI brands.

The responsibilities listed are not intended to be an exhaustive list of all duties for this role. Additional tasks may be assigned, as needed, to support business objectives.

• Respond and review a high volume of social media engagements on Facebook, Twitter/X, Instagram, You Tube and Tik Tok with the appropriate care and awareness of relevant corporate policies and messaging requirements.
• Assist Management in maintaining strong KPIs both individually and at team level.
  • Meet or exceed Quality, Response Time and Volume KPIs as established at the Senior level.
  • Assist with the onboarding and training of new employees.
• Maintain all duties from Moderator (Specialist) role including:
  • Master and effectively utilize Sprinklr, serve as a subject matter expert for the team, maintain knowledge and proper usage techniques of Salesforce, make quick and educated decisions to rectify complaints and conflict, and escalate urgent concerns to Team Lead.
• Assist Social Media Reporting Planner and Manager in compiling Voice of Customer trends to be included in time-sensitive reporting requests.
• If currently on the SMCX Team, then must have maintained/exceeded KPI Performance thresholds for at least nine (6) months of employment. KPIs include Engagement Rate, Volume Distribution, Quality and Response Time.
• Maintain ownership of 2-3 special projects and represent the team at select cross-functional meetings.
• Stay knowledgeable on the latest industry trends, tools, and best practices.
• Mentor Moderation Specialists to assist in their professional development.
• Respond and review a high volume of social media engagements on Facebook, Twitter/X, Instagram, You Tube and Tik Tok with the appropriate care and awareness of relevant corporate policies and messaging requirements.
• Assist Management in maintaining strong KPIs both individually and at team level.
  • Meet or exceed Quality, Response Time and Volume KPIs as established at the Senior level.
  • Assist with the onboarding and training of new employees.
• Maintain all duties from Moderator (Specialist) role including:
  • Master and effectively utilize Sprinklr, serve as a subject matter expert for the team, maintain knowledge and proper usage techniques of Salesforce, make quick and educated decisions to rectify complaints and conflict, and escalate urgent concerns to Team Lead.
• Assist Social Media Reporting Planner and Manager in compiling Voice of Customer trends to be included in time-sensitive reporting requests.
• If currently on the SMCX Team, then must have maintained/exceeded KPI Performance thresholds for at least nine (6) months of employment. KPIs include Engagement Rate, Volume Distribution, Quality and Response Time.
• Maintain ownership of 2-3 special projects and represent the team at select cross-functional meetings.
• Stay knowledgeable on the latest industry trends, tools, and best practices.
• Mentor Moderation Specialists to assist in their professional development.

• Education requirements:
  
  BA / BS in Business Administration, Marketing or Communications.
• If not currently on the SMCX Team, then MUST have at least one (1) year of relative experience in social media or marketing AND MUST PASS A LIVE WRITING TEST
  .
• Proficiency in MS Applications such as Excel, Word, PowerPoint, and Outlook.
• Excellent writing, editing, presentation, and verbal communication skills.
• Proven experience leveraging Sprinklr for social media customer engagement, and reporting is a critical requirement for this…