Job Description

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.



To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs



About the Job



The Social Media Engagement Specialist monitors social media channels, for both client properties and public sites, and engages with consumers to resolve issues, answer questions, clarify misunderstandings, alleviate frustration or acknowledge posts, as appropriate, for all of the client brands. Other responsibilities include making note of breaking news stories affecting the brands daily through Global Communications.



As Social Media Engagement Specialist, You Will...

Remain current with competitive landscape and media trends Monitor social media accounts in real-time and engage in conversations on behalf of the client when appropriate Confer with team Supervisor on topics for which no standard response has been created for the Social Media Response Library and craft suggested responses to use based upon documents in the KnowledgeBase or other internal databases Ensure compliance with all client policies in matters relating to blogging and social media relationships and communications Assure the growth of customer retention by providing positive and professional interactions Other job tasks that may be assigned to ensure all time is productively utilized Specific projects as assigned

As Social Media Engagement Specialist, You Need...

Strong written and verbal communication skills 3 years of experience preferably within social media engagement and customer service Strong PC skills (including experience with Microsoft Office Suite), along with social media engagement tools Available for non-traditional business hours, occasional evenings and weekends as needed (about once a month) Should display a sense of proactive urgency and big-picture thinking in addressing current social media needs for the company and must possess the ability to interact well with others in consumer relations to achieve the greatest results Demonstrates strong interpersonal skills, bias for action, and attention to detail Strong collaborator; able to quickly track down answers for community questions Ability to be flexible and work with ambiguity; self-directed Provide innovative thought leadership and advice to team and internal partners Demonstrate strategic thinking skills in assessing and developing social media responses that have a positive impact, or minimize negative impact, on the brands and client corporation

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.



Benefits of Working as a Social Media Engagement Specialist...

Industry-leading medical, vision, and dental benefit plans + paid time off benefits * Amazing career growth opportunities