Job Details
** Social Media Customer Service - Call Center**
**Job Category****:** Customer Operations **Requisition Number****:** CUSTO01544 Showing 1 location **Job Details**
**Description**
**ABOUT IMEDIA BRANDS:**
iMedia Brands, Inc. (Nasdaq: IMBI) is a leading interactive media company that owns a growing portfolio of lifestyle television networks, consumer brands and media commerce services. Its brand portfolio spans multiple business models and product categories. Its television brands are ShopHQ, ShopBulldogTV, ShopHQ Health and LaVenta. Its media commerce services brands are Float Left Interactive and i3PL Services. Its consumer brands include J.W. Hulme, OurGalleria.com and TheCloseOut.com. Please visit www.imediabrands.com for more investor information.
**OVERVIEW**
Responsible for representing iMedia Brands and all of our brands via any social media platform (customer reviews/posts/tweets etc.) Resolve customers concerns with the highest degree of professionalism in the most efficient and expedient manner possible and assist in resolution of specialized customer service concerns. Communicate with a variety of audiences, both within and outside the organization.
**KEY RESPONSIBILITIES**
* Resolve customer issues communicated via all social platforms and product reviews, collaborating with appropriate internal and/or external departments
* Demonstrate professionalism and superior customer service on all internal and external calls, emails and other correspondence, creating a positive image for Shop HQ
* Identify and communicate issues and trends, provide reporting which recommends policy changes or revisions within Customer Service
* Thoroughly research customer inquiries and enter appropriate cases in the system to facilitate assisting the customer
* Complete follow-up outbound contacts as needed to keep customers informed
* Develop and distribute reporting which clearly articulates, trends, both positive and negative in our social media brand reputation, as well as significant one of situations which could escalate.
* Manage personal workload by organizing and prioritizing customer issues and projects to ensure deadlines are met
* Maintain and effectively articulate a thorough knowledge and skill base for policies, procedures, and computerized information systems
* Attend team meetings and ongoing training
* Support other areas of the department and company as needed
* Other duties as assigned by Manager
**QUALIFICATIONS / KNOWLEDGE, SKILLS & ABILITIES**
* High School diploma or GED
* Minimum six months customer service or related experience
* Strong knowledge of social media platforms.
* Familiar with keyboard and basic computer skills including using Windows based programs, navigating the Internet, and willing to learn new technologies
* Excellent interpersonal skills and strong telephone etiquette, including the ability to communicate, use decision-making skills and other resources, and resolve conflict in a professional manner
* Excellent time management and multi-tasking skills
* Ability to work in a fast paced environment
* Professional, flexible and positive team player that is self-directed and self-motivated
* Strong writing, grammar, and proofreading skills
* Reliable attendance and the ability to work flexible hours including Saturdays and Sundays
**CAREER PATH**
Social Media Supervisor, Manager of Voice of Customer and Senior Manager Voice of the Customer
iMedia Brands is an equal opportunity employer. We are committed to complying with all applicable laws providing equal employment opportunities to individuals regardless of sex/gender, sexual orientation, age, disability, race, color, ethnicity, religion, creed, national origin, or other protected characteristics as defined by state, federal, or local law.
The individual in this role must be able to perform the essential job functions with or without a reasonable accommodation. In the event that an applicant or employee wishes to seek a reasonable accommodation, please contact iMedias Human Resources department for further direction.
This job description is intended to convey the general nature and scope of the position and not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities as needed, and iMedia management reserves the right to amend the duties and responsibilities of this role at any time to meet business needs.
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