Digital CX Brand Specialist

Summary

Join Clearlink's Digital CX Brand Specialist team and become a key player in crafting unique customer experiences. You will drive positive social media engagements, fostering brand loyalty and increasing customer satisfaction. Responsibilities include replying to social media posts, proactively researching user-generated content, identifying social opportunities, and tracking consumer responses. You will also provide feedback on internal processes and recommend new content solutions. The ideal candidate possesses excellent communication skills, 1-3 years of relevant experience, and a high-level understanding of digital channels. Clearlink offers a comprehensive benefits package including healthcare, 401(k) matching, flexible time off, parental leave, and remote work options.

Requirements

• Fluent in reading, writing, and speaking English
• Excellent English grasp of grammar, punctuation, and spelling nuances
• Excellent written and verbal communication skills, comprehension skills and thorough attention to detail
• High school diploma required
• Ability to work 9am-5pm MT Monday-Friday, along with occasional weeknights and/or weekends for special event coverage
• High-level understanding of digital channels, including similarities and differences between social media networks, messaging apps, web-based chat, community forums, consumer review sites, self-service content, and e-mail. Must also understand the difference between as well as using social media on behalf of a company as opposed to personal use

Responsibilities

• Drive positive and unique customer experiences through crafting social engagements on behalf of the brand partner, with the intent of raising brand awareness, fostering brand adoption, increasing customer satisfaction, and deepening brand loyalty
• Serve as a leader on customer relationship management by representing the brand partner (and their respective products/services), in line with brand voice and tone, product knowledge, corporate guidelines, and training, while also developing a strong understanding and comprehension of trends, preferences, and pain points of current and potential customers
• Provide memorable, unique responses at scale to cultivate impactful brand relationships with customers via social media channels and other designated digital touchpoints
• Identify and source social opportunities to surprise and delight (S&D) users by sending them swag/promotional items/products. Own the process from start to finish, from locating and qualifying opportunities (based on client guidelines) to fulfillment and follow up with recipients
• Reply to brand engagement-related social media consumer posts (including Twitter, Instagram, and Facebook) on behalf of client partner, adhering to client-specific social media playbook and guidelines including engagement protocol, voice/tone, and escalation procedures, during designated support business hours
• Maintain a consistently high standard of brand responses as well as productivity in the day-to-day of the role
• Proactively research, locate, surface, and potentially engage in timely and brand-appropriate sharable user-generated content (UGC) to recommend for repost across client-owned social channels
• Support and expand proactive social listening to: Identify opportunities to create more personalized, near real-time customer- influenced engagement replies and content
• Pinpoint emerging customer trends in real-time to elevate as wider call-to-action / user-generated brand engagement opportunities
• Locate and support “newsjacking” opportunities; i.e. flagging potentially relevant trending hashtags, social, and/or cultural moments for engagement and/or content creation inspiration
• Track consumer response to GTM roll-outs and competitive insights as requested
• Proactively recommend new content or effective brand engagement solutions, based on observations, trends, and information gathered from results of digital engagements and additional community insights
• Ensure escalations are processed correctly and in a timely manner using the appropriate and necessary tools and processes
• Provide accurate and relevant feedback on internal processes and tools to internal departments (including team lead, social media analysts, and account management) and/or clients to identify information that can be used to optimize current processes, such as the development of knowledge base (KB) resources for the team

Preferred Qualifications

• 1-3 years of experience leading social communities for brands or organizations preferred, online user-to-user support, community management social media, or marketing communications
• Previous experience with social media management tools such as Sprinklr, Khoros, etc. or other related technology platforms preferred
• 1-3 years customer service experience or experience working in a related industry preferred
• 1-2 years of experience with Google Suite programs and MS Office programs
• Ability to quickly adopt and retain high-level knowledge and expertise on client’s products and services
• Strong organizational and time management skills
• True ownership mindset with resilience and resolve to follow-through
• Typing speed of 40 words per minute (WPM) is desirable

Benefits

• We offer low-cost, competitive health coverage (domestic partners included!) with employer-paid counseling services
• Enjoy 401(k) matching after just two months of employment, with employer matching starting at ~3%
• Access an employer-paid spending account for physical, financial, and emotional wellbeing expenses
• We offer competitive time-off balances that accrue weekly, just like your paycheck. (Yes, we’re paid weekly too!)
• We provide 2 weeks of paid parental leave during the first year and up to 6 weeks after one year of employment
• Celebrate cultural diversity with additional flex holidays in addition to our company paid holidays
• Skip the daily commute, and embrace the flexibility of working from home
• With onsite restaurants, a 7,000 sqft gym, pickleball & basketball courts, spin class/pilates room, bikes, massages, and so much more
• Ensure peace of mind with coverage that extends beyond the workplace with employer paid life insurance (including coverage for dependents and spouses)
• Join us in fostering connections, celebrating diversity, and providing a supportive community for all