Social Media Specialist

Neenah, WI, 120 N Commercial St, Neenah, Wisconsin, United States of America

Alta Resources is Hiring!

The Social Media Specialist position provides professional, quality, and "best in class" service (and sales support) for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This position will be responsible for ensuring overall company compliance is met for all social media activities across all programs. This includes monitoring social media activities for appropriateness, as well as potential adverse events and product quality complaints.

This position is also responsible for engaging with consumers on social media; responding to inquiries and addressing any questions received. This position requires a critical thinker who can multi-task through multiple applications while following brand strategies and helping the team to achieve brand objectives. It requires individuals to have a creative side as well as confidence in writing in an open consumer forum.

This may include, but is not limited to, monitoring and moderation of Instagram, Facebook, Twitter, and Tik Tok content.

• Monitor social media activities and identify adverse events, product quality complaints, and inappropriate content per defined procedures and guidelines.
• Fuel discussions around product-related news, tips, and insights as well as provide client with consumer insights that could assist in innovation, improvement, or product development.
• Multi-task in various websites and software platforms, each with its own objective.
• Follow all applicable Standard Operating Procedures (SOP) and Work Instructions (WI).
• Use guidelines established by the client to moderate and reply to consumer comments.
• Escalate any applicable contacts (as defined in SOPs) to management as appropriate.
• Handle sensitive and private information in accordance with SOPs and regulatory requirements.
• Complete daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross‑functional teams with minimal direction from management.
• Meet all identified team and client performance metrics, goals and deadlines in a fast‑paced, ever‑changing, high‑performing team‑based environment. Provide backup support to other teams as needed.
• Takes the initiative to obtain and consistently upgrade product knowledge.
• Build relationships and work closely with Alta co‑workers and all levels of the organization in a positive manner to supply necessary updates and reporting as needed.
• Recommend improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature.
• Report any training needs or system error/discrepancies to the supervisor.
• Complete other tasks as deemed appropriate by supervisor.
• Regular attendance, punctuality and adherence to agreed‑upon schedule of availability are conditions of employment and essential function of this position.
• Other duties may be assigned.

• Displays a high level of confidence, enthusiasm and a positive attitude with the desire to succeed and exceed customer expectations. Has a passion to serve others.
• Demonstrates written communication skills, i.e. excellent interpersonal, verbal and written communication skills. Ability to establish rapport, build relationships and loyalty with external and internal customers and coworkers, and remain tactful when communicating negative information.
• Demonstrates knowledge of engagement on one or more of the following platforms:
  Instagram, Facebook, Twitter, Tik Tok, Snapchat, You Tube, and Pinterest.
• Demonstrates an ability to display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory fashion.
• Demonstrates an ability to maintain composure while diffusing and professionally negotiating a high‑tension situation on a routine basis. Strong retention skills with the ability to follow a process flow and/or script as needed.
• Highly self‑motivated with the ability to prioritize complex, diversified…