Social Media Monitoring Specialist

Join WebFX

WebFX is a full-funnel revenue marketing agency based in the US. We've been named a Best Place to Work and are a fast-growing company of more than 700 FXers, with talented team members in 6 US offices, 20+ US States, and now based around the globe.
We're looking for people to join our mission to provide world-class full-funnel revenue marketing solutions to mid-size businesses worldwide. We're committed to driving business growth for our clients and are on the hunt for people just like you, who take pride in their work and want to be part of a company that does too.
Why Choose WebFX?
We offer a comprehensive set of benefits to our team members no matter where in the world they're based. In addition to very competitive base pay, we also offer company profit-sharing, performance bonuses, and health insurance (including dental, vision, remote doctor, etc.). To aid in your success, we also provide world-class industry training (Organic SEO, Local SEO, PPC, Google Analytics, etc.), long-term career track opportunities, and ongoing learning bonuses (yes, you can get paid to learn!), along with numerous other benefits!
Some of the additional benefits our FXers enjoy include:
Long-term stability to all of our FXFamily members.
Support when you run into challenges.
Low turnover rates.
Work from home with a fully equipped in-home office setup.
Access to proprietary software/platforms and third-party tools.
Merit-based promotional structure.
Annual merit-based compensation increases.
Virtual professional development opportunities and team-building events.
Invitation to our annual FXFest.
Commitment to global giving.
A community that values all team members equally.
What You'll Get
World-Class Training and Ongoing Career Development
- Our "Bootcamp" training program is provided for all new WebFX "family members" to learn, grow and develop in and out of the office with the hard skills necessary to be successful in their position.
- From training with our Award-Winning Sr. Developers, Designers, Marketers, and more to access to countless industry-leading online training resources/courses/tutorials to getting experience with our client base that spans just about every industry you can think of (and then some), our training program is simply unrivaled!
- Training doesn't stop after your initial training period, we offer career development training and monthly Lunch-and-Learns with our state-of-the-art training amenities to facilitate departmental training, industry-related updates, and more!
- FXLearns program – where you get incentives for taking advantage of our countless industry training resources!
- With a track record of serving over 1,500+ clients, we've been able to truly master our processes and procedures, and we'll train you on them - no need to develop how to do things (unless you want to help us continually improve that process!), because we refuse to ever stagnate, we are always pushing to make those processes 1% better too!
Opportunities for Growth
WebFX has doubled in size over the past 5 years, and merit-based promotional opportunities are abundant if you're meeting or exceeding position performance metrics. We believe in growing and promoting our internal team first and foremost. In fact, 95% of our promotions are internal! All team members have a very clearly defined progression path, so you know exactly what is expected of you so you can put your career in your own hands.
What We're Looking For
Desired Education
A Bachelor's degree is preferred but not required.
Pre-employment testing is required.
General Knowledge
Fluent in English (written and verbal). Resume must be in English to be considered.
Customer service experience & proven interest in long-term customer service field/career (e.g. this is not a temporary position)
Solid understanding of the internet and social media
Must have strong writing/grammatical skills as well as ability to present information and ideas logically and clearly; keen eye for detail also required.
Must have high-speed internet and smartphone with WiFi capabilities / ability to use social media apps for business purposes
Qualities
Passion for delighting customers
Likes to get things done
Commitment to delivering high-quality and defect-free work to clients
Ability to work well in a high-concurrency environment (many projects)
Capable of individual "deep work" as well as the ability to collaborate with a team to complete projects rapidly
Strong time-management skills and can meet deadlines consistently
Takes direction well, but also able to make decisions and take initiative
Strong communication skills
Ability to work independently
Up-to-date on the latest web technologies
Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated
Enjoys solving problems
Customer-centric mentality
Experience
At least 1 year of experience in phone or online customer service
What You'll Do
Responsibilities
- Providing excellent customer care services for each business that we work with and cultivate a unique connection with their audiences through computer and mobile phone customer service.
- Monitor activity on a high volume of client social profiles 2-3x daily.
- Utilize native social network monitoring dashboards and inboxes (Facebook, Twitter, Instagram, LinkedIn, YouTube, Blogs, Pinterest, etc.) as well as any third-party tools to monitor activity.
- Utilizing standard operating procedures, template responses and own judgment/critical thinking to resolve or escalate online questions or concerns.
- Utilizing available data and research to answer audience comments and direct messages.
- Collaborating with account manager to address unique inquiries and situations if/when needed
- Understanding and adopting brand voice to engage with audience and promote brand personality
- Ability to independently seek out answers and perform research and analysis to determine the best approach and response
- This position requires 40 hours of remote availability per week during our standard office hours (8am to 6pm EST)
- Requires reliable internet access
Percentage Breakdown
60% providing social media customer care services
15% utilizing and updating customer service standard operating procedures & responses
15% actively monitoring and performing proactive outreaching on social networks
10% collaborating with account managers
Training
Our "Bootcamp" web marketing training program will be provided for new WebFX "family members."
Access to hundreds of online courses and training materials
Departmental trainings, trend watch reports, and monthly Lunch-and-Learns
What You'll Get
Opportunities for Growth
WebFX grew 250%+ over the past 3 years, and merit-based promotional opportunities are abundant for new family members who meet or exceed position performance metrics.
Longevity
WebFX is looking for candidates who want to work in customer service long-term as this is a stable and full-time indefinite position at WebFX within the social media customer service department.
No voluntary turnover in the last 4 years in our international remote team!
Compensation
Negotiable, based on experience
Annual merit-based increases
Working Hours
Asia (Philippines / Indonesia)
This position requires overlapping hours from 3:30 PM - 12:00 Midnight PH time, Monday - Friday.
Africa / Europe (Ghana, UK, Ireland, Kenya, etc)
This position requires overlapping hours from 6:00 AM EST - 2:30 PM EST, Monday - Friday. The 40 hours of work doesn't include any lunch or breaks.
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