Digital Social Media Specialist

Description MAJOR PURPOSE: Responsible for performing tasks associated with Operations Fulfillment services specifically associated with Thryv Social and Online Display.

Utilizes multiple production systems and current procedures and policy to complete work while meeting deadlines and maintaining quality and service standards in a collaborative team environment in accordance with business standards and ethics.

ESSENTIAL DUTIES & RESPONSIBILITIES: Timely and accurate completion of assigned work utilizing daily worklist, systems and phone queues.

Per current productivity, turnaround and quality standards, KPIs and PMA activities or own work.

Work with daily work list to complete product set-up and online appearance per productivity KP standards.

Maintain high degree or quality of own work while maintaining fulfillment turnaround time standards
– 45% of time spent Monitor, follow-up, and resolve issues and or discrepancies associated with assigned work accounts.

Manage daily tasks and issues as required to successfully fulfill product and complete PMA tracking report.

Respond and direct queries appropriately from Sales, Client, and internal partners to ensure proper handling.

Ensure follow-up, status and/or next steps are managed and expectations are met.

– 30% of time spent.

Collaborate with team members and internal and external partners to successfully complete tasks while fostering teamwork and strong business relationships.

Successfully coordinate accounts requiring direction, query, or special handling.

Work as a team to manage backlogs, meet deadlines, and resolve account level or process issues with internal partners (Tips, SPOC, SSC) and external partners/supplier
– 15% of time spent Provide for effective/appropriate communications, utilizing judgment/resources to elevate issues appropriately.

Responsible for quality, clarity, and accuracy of communication within Team and internal/external partners.

Responsible for timely communications and judgment on when to elevate issues.

Contribute to a positive work environment and culture of continuous improvement by participating on and or seeking ways to streamline work, improve quality, service, and/or results of own work or team.

– 10% of time spent.

MINIMUM QUALIFICATIONS:

· Must be 18 years of age or older.

· Must successfully complete pre-employment screening process

· Must successfully complete any required training or orientation courses

· 1-2 years & experience in production or service-oriented environments

· Ability to take queue calls and speak to internal and external clients

· Computer skills and familiar with Facebook and other Social Media platforms
ADDITIONAL KNOWLEDGE, SKILLS, and ABILITIES:

· Utilizes production systems and/or reports to effectively manage data, update systems, and complete tasks

· Excellent organizational, planning, and follow-up skills
– Dependable, takes accountability, and ownership

· Ability to multi-task, adjust priorities, and adapt to change in work or procedure quickly

· Production oriented, detailed, and deadline oriented; ability to work in fast paced environment

· Understanding of Social Media platforms, internet components; including web hosting, domain names, websites, and how they connect
MINIMUM EDUCATION REQUIREMENTS: Associate Degree
– provided by Dice