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Social Media Moderator Specialist

Kelly Services

Franklin, TN
Job Code:
  • Customer Service
Kelly Services
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Job Details

Job Title Social Media Moderator Specialist

Jobid US41ALGG_BH1424387

Location: Franklin, TN, 37065, USA

Description Grow your career by joining Kelly Services' Automotive Resources Team at Nissan North America

**Kelly Services** is hiring for a long term contract **Social Media Moderator Specialist** to work at Nissan in Franklin, TN. As Nissan's workforce partner, Kelly is looking for a self-starter who will take their ideas into overdrive in the progressive work environment that Nissan offers.


If you are passionate about all things social and driven by providing exceptional customer service experiences, then this may be the position for you. The Social Media Customer Support Specialist is responsible for providing effective customer service across Social Media platforms (i.e. Facebook, Twitter) by utilizing their exceptional writing and research skills and in-depth knowledge of the Nissan brand.

**Job Duties Include:**

+ Respond to a high volume of customer posts on Facebook, Twitter, etc. with the appropriate care and awareness of relevant Corporate policies and messaging requirements
+ Effectively utilize the social media moderation tools Nissan has in place to manage the daily engagement with our customers on Facebook, Twitter, Instagram, Google+, etc.
+ Enter all relevant information regarding customer inquiries or concerns into Nissan's logging and tracking system to escalate to the Consumer Affairs team
+ Assess customer concerns and provide quick and educated decisions to rectify complaints and conflict
+ Escalate urgent concerns to Team Lead following established procedures, effectively communicate findings, along with actionable recommendations
+ Assist Social Media Analyst and Manager of Social CRM to compile Voice of Customer trends to be included in time sensitive, ad-hoc report requests
+ Stay knowledgeable on latest industry trends, tools and best practices **Skills and Abilities:**

+ Excellent writing, editing, presentation, and verbal communication skills
+ Must be highly proficient in MS Applications such as Excel, Word and PowerPoint
+ Working knowledge and hands-on experience with service cloud features & functionalities is highly desired
+ Ability to deal with ambiguity and manage change
+ Must have a passion for digital trends, technology and innovation
+ Analytical skills a plus: Ability to understand and analyze social data, particularly as it pertains to customer feedback and translate insights into measurable and actionable results
+ Strong familiarity with social media customer service and moderation
+ A high-level of social media experience with Facebook, Twitter, Google+ and other platforms
+ Solid research skills and Outstanding, cooperative attitude in supporting the team environment
+ **Required: BA / BS Preferably in Business Administration, Marketing or Communications**
+ Must have at least 1 year of customer service experience;
+ Prior experience in Social Media, servicing and interacting with customers via Facebook and Twitter is strongly preferred
+ Must be able to work a flexible schedule and at least one Saturday per month to meet the needs of the business as necessary

+ **10:00 am to 7:00 pm, Monday through Friday**
+ **Agents are expected to work one Saturday AND Sunday every 4-5 weeks on a rotating basis depending on business needs.**
+ Long term contract position
+ Competitive, weekly, pay
+ Paid time off
+ Eligibility to participate in the Nissan Discount Program

**Why Kelly** **®** **?**

At Kelly Services ® , we work with the best. Our clients include 95 of the Fortune 100 ™ companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly.

**AboutKelly Services** **®**

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit and connect with us on Facebook , LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law. at

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