Customer Experience Ambassador, Online Reputation

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Job description

Job Description

MAKE A DIFFERENCE! - Directly influence our customer experience by representing our brand messaging via social media and business review platforms.

As the CUSTOMER EXPERIENCE AMBASSADOR - _ONLINE REPUTATION_you will be responsible for the hands-on communication (written and verbal) to address customer concerns raised via public platforms. You will be responsible for reporting on trends, identifying process improvements and improving brand reputation scores through social media and review websites.

You will identify and report upon the root cause of the concern that lead to our customer escalating to these public forums. To achieve this, you will objectively assist in monitoring and evaluating the quality and content of inbound and/or outbound telephone calls, chats, and emails. This information will be tracked and shared with internal stakeholders as well as with our BPO provider.

DUTIES AND RESPONSIBILITIES:

* Respond to and resolve social media/review website concerns within a defined timeframe.
* Complete applicable reporting requests as assigned.
* Complete monthly skill refinement exercises which may include taking live calls, responding to customer e-mails or engage with customers via live chat.
* Track and monitor variances between contact center site locations regarding public customer concerns.
* Actively participate in QA training sessions during the on-boarding of new employees (to speak to how social media is impacted/tied to prior quality interactions).
* As part of a team, provide input, create/update e-mail, and chat templates for front line agents.
* Review and validate coaching opportunities and communicate agent needs with relevant stakeholders.
* Manage and resolve executive level customer concerns related or unrelated to social media.
* Identify any other major social media/review websites that our brands are being spotlighted and provide recommendations for oversight.
* Attend meetings as required.
* Perform other duties as assigned.