Senior Specialist, Social Media & Customer Support

Job Description

Senior Specialist, Social Media & Customer Support (Remote)

The E.W. Scripps Company is seeking a Senior Specialist of Social Media and Customer Support to provide customer support communications through social media channels – including social media posts, direct messages, and online reviews. This role is integral in managing the continued growth and success of Scripps by representing the company and directly interfacing with influencers, prospects, customers and users online. This includes our owned and operated social media properties, user community forums, general delivery email inboxes, retail channel partner websites, app store listings, and community forums.

WHAT YOU'LL DO:
• Monitor, filter offensive comments, interact and respond timely to the following:
• Social media
• User comments within the public community forum
• Email inquiries
• Product reviews
• Questions and product reviews on our retail channel partner websites
• App reviews on our software platform channel partner sites
• Messages, comments and questions about cord cutting in community forums
• Provide solutions to customers by identifying problems, researching answers, guiding customers through corrective steps as quickly and efficiently as possible through the voice and tone of the brand.
• Research required information using available resources including the website, knowledge base, internet, and product documentation.
• Gather information from colleagues across engineering, QA, operations, and customer support as needed and respond with information relevant to social and customer inquiries.
• Identify and escalate priority issues through proper channels, redirecting problems to appropriate resources.
• Stay current with hardware, firmware, and software system information, changes and updates.
• Communicate complex technology steps, ideas and principles in clear, concise terms that are easy for the average consumer to understand.
• Summarize community feedback and trends to the larger marketing and support team on a regular basis to help inform marketing messaging and support documentation.
• Escalate any major issues to the marketing and support teams as they happen.

WHAT YOU'LL NEED:
• Associates degree in related discipline or equivalent years of experience preferred
• Specialized training/certification may be required
• Generally, 5+ years of experience

WHAT YOU'LL BRING:
• Self-Starter
• Excellent written and oral communications skills
• Customer Service Skills
• Proficient in Microsoft Office Suite
• Proficient using user forum tools and online communities
• Excellent social listening skills
• Strong copywriting and copy-editing skills
• Impeccable time management skills with the ability to multitask
• Detail-oriented approach with ability to work under pressure to meet deadlines
• Direct experience using social media management tools and support software
• Proficiency with major social media platforms and social media management tools

If you are a current Scripps employee, please do not apply on this site. Please access our internal career site at Worklife > My Info > View Open Positions at Scripps.

Jobcode: Reference SBJ-rv67k7-3-14-83-223-42 in your application.