1+ months

Social Media Specialist - 178977

San Dimas, CA 91773
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  • Job Code
    178977

Title : Social Service Specialist

Basic Function:

Role is ADP brand ambassador serving as the front line for customer experience interactions via social media. Responsible for resolving owner needs (questions, concerns, product issues, etc.), engaging the customer and confidently recommending a resolution within the span of ADP process and policy. This representative will work cross-functionally with the Service and Social Media teams to ensure the highest possible positive web presence. Ability to research and resolve client issues proactively with Marketing partners. Assist in building and maintaining customer specific content for Social Media Channels. Serve as an expert for clients by answering general product related questions, diagnosing and resolving specific product concerns, in appropriate Social Voice, partnering with service teams. Own and elevate the owners experience by seeking assistance/approval for client requests outside of normal procedures or policies. Define client issues and moving to a resolution path, converting detractors to promoters. Share excitement and experiences to continuously grow knowledge base in all brand ambassadors. Engages and responds quickly to social media messages/posts. Coordinates response with key internal stakeholders to bring problems to resolution.

Responsibilities:

Research and resolution (60%)

  • Serves as an expert for clients through partnering with Business Unit Service Departments to answer product related questions and diagnosing/resolving specific client issues.
  • Uses ADP brand voice in external and internal social channels to build relationship with clients and employees of clients through researching and responding to their questions.
  • Works cross functionally to seek resolution to client concerns that may fall outside of normal service operating procedures.
  • Contacts customers to obtain additional information or handle a difficult product or service related issue.
  • Ability to juggle multiple open client cases and service tickets at once while providing best possible service to each
  • Monitors ADP brand reputation through various social tools and contributes to overall brand share of voice within the external marketplace.

Engagement, Escalations and Interactions (40%)

  • Engages and responds quickly to social media escalations from monitoring team. Coordinates response with key internal stakeholders when necessary (Marketing, Operations, Legislative, Human Resources, Legal).
  • Tracks social interactions through to resolution, keeps contacts up to date and reports on results.
  • Strong partnership with Client Experience team
  • Able to express internal responses and policies through client facing and social media sensitive language.

Non-Essential Responsibilities:

  • Reads and decides on appropriate action for client posts in internal and external social channels.
  • Continuously participates within a team setting to execute tasks and share best practices.
  • Passion for, and comfortable with, social media norms and practices.

Experience

  • 3-5 years customer service team leadership experience required
  • At least one year of Social Media Service or Marketing experience
  • Experience working with multiple databases and customer experience teams
  • Focus on providing clients outstanding customer service with every interaction
  • Experience working with multiple databases and customer experience teams (ADP specific is a plus)
  • Strong writing skills.
#LI-ML1
#LISERVICE

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Posted: 2019-07-15 Expires: 2019-09-23

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Social Media Specialist - 178977

ADP
San Dimas, CA 91773

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