Responsibilities

• Acts as the key trust and relationship builder in the virtual community and actively manages the Trust Relationship Cycle
• Determines and employs an appropriate communication tactic in both verbal and written communications
• Serves as and manages the key point of contact for inbound requests & connect with relevant department leads to facilitate a meaningful response
• Engages with customers, provides meaningful response(s) to their requests and needs and engages in dialog both in public and in private where appropriate
• Creates conditions within the virtual community that discourage anonymity
• Mediates disputes within the virtual community
• Identifies, elevates, and amplifies brand advocates
• Identifies, embraces, and defuses detractors
• Shapes editorial for outbound messaging within the virtual community
• Works with multiple internal stakeholders to constantly plan, schedule, create, publish content and follow up with community members on a daily basis

Requirements

• High School Diploma or GED or currently enrolled and successfully complete a GED program within six (6) months from start date as a condition of continued employment- required
• Must be 21(twenty-one) years of age or older- required
• Proficiency with Microsoft Office products; Outlook and Word (a skills test will be administered and must pass with a 70% pass rate)- required
• Demonstrated ability to articulate thoughts both verbally and in writing using proper grammar and sentence structure; a typing test will be administered with a 25 WPM pass rate- required
• Six (6) months of customer service experience - required
• Experience working with popular social media tools such as Facebook, Twitter, Pintrest, et.al.
• Demonstrated ability to conceive and implement ideas in an ambiguous environment absent explicit directive
• Demonstrated ability to effectively share your ideas with others
• Demonstrated ability to stay up-to-date on new and fun things from diverse sources and disciplines that are for web savvy users as well as everyday people
• Demonstrated ability to show that your ideas are analytically sound

Preferred

• One (1) year work experience in CMP or two (2) years’ work experience with an equivalent guest/data tracking tool - preferred
• Working knowledge of Opera, Open Table and Open Course - preferred
• Prior work experience or training in advertising, PR, online marketing or similar field- preferred