Customer Experience & Engagement Coordinator

Job Description

WHO ARE YOU?

Do you enjoy dance music? Do you excel at community engagement? Then you're in luck! We are looking for a highly motivated self-starter who embodies both a passion for dance culture and a love of the social media and community engagement space. Is this you? Read on…

THE ROLE

Insomniac Events is looking for a Customer Experience & Engagement Coordinator who will assist with customer service inquiries over email and social media. The ideal candidate will be able to handle a high volume of customer service-related questions, comments, and requests across festivals and brands and related channels. This position will post on public-facing social media channels, respond to inquiries over email, interact with fans or customers while utilizing brand voice, and have knowledge of Insomniac brands, festivals, themes, policies and values. This role will consist of off-hours, remote, and overnight work; schedule varies and will be determined by the needs of the social team. This is not a remote position.

RESPONSIBILITIES
• Monitor the Insomniac email inboxes, direct messages, and help address all direct customer inquiries
• Act as the 'go-to' customer service resource for your assigned brands and projects
• Engage with headliners leaving positive comments to ensure balanced sentiment across announcements
• Escalate pressing fan issues to stakeholders and department heads when appropriate
• Use appropriate brand voices to interact with fans and customers
• Work cross-functionally to ensure Insomniac is communicating clearly with its audience
• Coordinate website and mobile app updates based on fan engagement or as issues arise
• Provide a high level of customer service in line with Insomniac's brand standards
• Leave no public-facing question or issue unanswered
• Additional tasks to be determined in real time by Social Media, Marketing, and Production teams

QUALIFICATIONS
• Bachelor's degree or 3+ years of relevant experience in customer service
• A strong interest in the electronic music industry and a deep understanding of its fans
• Knowledge of Facebook, Facebook Live, Twitter, Instagram, Instagram Stories, Snapchat, Pinterest, YouTube, and other live streaming apps and social media platforms
• Experience in social media management/monitoring tools such as: HootSuite, TweetDeck and Sprinklr
• Proficient in grammar, copywriting and asset selection
• Knowledge of email and live chat best practices and deliverability
• Experience in identifying and integrating platforms that enhance the customer experience
• Strong proficiency in Microsoft Office and Google Applications
• A fast learner, self-starter, and a 'can-do' attitude
• Ability to work overnight, off-hours, and react appropriately to time-sensitive situations
• Experience with CRM software, specifically Freshdesk is recommended but not required

WORK ENVIRONMENT
• Must be able to tolerate loud noise levels & busy environments
• May work in drastic temperature climates
• Must be willing to travel to work during holidays, evening and weekend hours, as required, to meet deadlines

Applicants for employment in the US must possess work authorization, which does not require sponsorship by Insomniac for a visa.

Jobcode: Reference SBJ-r1y4nv-18-191-21-86-42 in your application.