Customer Service Manager, LiveChat Manager at Totowa

Description

The Customer Service Manager, LiveChat Manager position will be responsible for actively engaging customers and influencers within the social media channel. This Social Media Manager position will collaborate with a variety of multi-disciplined cross functional teams throughout the organization (including corporate marketing, sales, customer care, and outside partners) to drive interest, conversation, across multiple channels/brands. The position is also responsible for ensuring that this proven method for earning customer loyalty and improving sales numbers is used effectively so that full shopping carts make it through to check out.

Requirements

Successful Candidates will have:Experience with social media outlets such as Facebook, Twitter, Yelp, Foursquare, Pinterest, etc from a personal or professional perspectiveExperience with monitoring tools, such as TweetDeck, Context Optional or Adobe SocialExcellent customer service and problem resolution skillsExcellent communication skills both verbal and writtenResponsibilities of the Customer Service Manager, LiveChat Manager include:Assessment, coaching and feedback activitiesManage and develop social media associates responsible for the day to day engagement and problem resolution.Manage and develop livechat associatesDevelop staff metrics and reporting Define clear strategy for digital initiatives Developing appropriate polices and procedures for the Social Media teamContent related activitiesManage day-to-day editorial content issues on social media platforms, including tweets, posts, and discussions.Work directly with the marketing team to develop an ongoing communication strategy and publishing calendar based on marketing objectives and community feedbackEngage with internal stakeholders to identify content opportunitiesCommunity interaction activitiesProactively interact with online communities across all platformsGenerate community dialogue, buzz and interaction, and conduct outreachAnswer questions and engage in conversations where necessaryWork with internal customer care teams to route customer care related conversationsHelp identify and engage topic influencers and brand advocatesManage brand reputationMonitoring activitiesUse social media monitoring tools to monitor conversations and report on metricsRoute conversations to appropriate internal team for response, as necessaryLive Chat activitiesResponsible for monitoring LiveChat engagements across Bed Bath & Beyond as well as buybuyBABY websites.Participate in and contribute to conversations with the customer to maintain a constant knowledge of up-to-date discussions, inquiries and concernsCollaborate and communicate with Corporate to leverage synergies and cascade best practices from these new areas and then to the team
Country: USA, State: New Jersey, City: Totowa, Company: Bed Bath & Beyond.