Responsible for managing and analyzing the performance of media campaigns and digital presence through monitoring, responding, escalating, and trending within both social media, email, and all other digital channels. Directly influences and impacts customer perception of brand based on prompt response, providing quality control feedback, appropriate escalations, and mitigation actions to managing comments and content.

What you will do:

• Expected to multi task and exhibit proficiency with good business decisions in canned and free text responses within internal and external customer interactions.
• Responsible to monitor, engage, and respond appropriately to inquiries received through social media platforms, customer emails, relevant forums, and all other digital communications.
• Initiate appropriate notification process for escalations, scripting issues or inaccuracies and pro actively identify and communicate sensitive consumer interactions that may require additional monitoring for potential viral impact to the business.
• Proactively monitor customer experience within all digital channels and recommend appropriate actions to address any gaps.
• Expected to work proactively, with urgency, to identify, investigate, and escalate as needed, communications which have potential for negative impact to our brand sentiment.
• Track and analyze digital trends by utilizing social media management tools and other specialized software and provide timely summary of findings to Contact Center leadership and marketing.
• Ability to successfully influence, guide and coach others to performance. Responsible for onboarding, training, and mentoring of new associates as it relates to digital job functions.
• Responsible for ensuing all inquiries via social media, email, and all other digital channels have received a response as appropriate and for monitoring the quality of the company's responses.
• Ability to effectively communicate and interact with multiple departments, associates, and levels of management
• Performs other duties as assigned
• Complies with all policies and standards

• High School Diploma Or GED. (Required)
• Experience in call center considered a plus. (Preferred) and
• Experience in customer service problem solving including demonstrating the ability to use clear communication, positive language, and tactics to ensure customer satisfaction. (Required) and
• Experience utilizing business social media platforms. (Preferred) and
• Experience utilizing business email platforms. (Preferred)
• Insurance industry experience and knowledge. (Required) and
• 2-3 years customer service experience. (Required)
• Demonstrated proficiency to correspond professionally and efficiently, with accurate business English, through multiple channels of verbal and written communications
• Excellent judgement to know when to escalate issues.
• Research and analytical ability to facilitate problem solving
• Solid to advanced experience with Microsoft Suite (Excel, Teams, Word) and customer database platform
• Excellent organization, prioritization and multi-tasking skills.
• Ability to train, mentor and coach others.
• Proven attention to detail.
• Strong knowledge of and commitment to the adherence of compliance and regulatory requirements
• Knowledge of social media platforms considered a plus.
• Solid to advanced PC data entry and word processing software skills.
• Successful navigation of multiple systems simultaneously with speed and efficiency
• Exhibited positive, empathetic, and professional attitude toward customers, company and co-workers
• Strong ability to recognize, react and take appropriate actions using solid decision skills to recognize escalating situations impacting brand and public sentiment affecting perception of brand
• Proven success working collaboratively within a team environment
• Proven ability to use sound judgement while remaining calm and focused on problem-resolution
• Demonstrated ability to use clear, concise communication via positive language, to facilitate customer satisfaction and de-escalation
• Exhibited strong knowledge of company products, services, and processes
• Obtain/Maintain state insurance agent licensing. Upon Hire (Required)
• LOMA designations or equivalent considered a plus. Upon Hire (Preferred)

Work Setting/Position Demands:

• Works in an office setting  or remotely from home and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.
• Occasional after-hours work needed

Travel Requirements:

• 10% travel Less than 10%, could involve 2-3 overnight travels or as required by special projects.