Social Media Customer Experience Moderation Agent

Location

Franklin, TN

Social Media Customer Experience Moderation Agent

Remote Mon and Friday, in office Tue‑Thu 8am‑5pm. Pay: $24.00 per hour. If you are passionate about all things Social and driven by providing exceptional customer service experiences, then this may be the position for you. The Social Media Customer Experience (SMCX) Moderation Specialist is responsible for providing effective customer service across Nissan‑owned Social Media platforms (i.e., Facebook, Twitter/X, Instagram, etc.)

by utilizing exceptional writing and research skills and in‑depth knowledge of the Nissan and INFINITI brands.

• Respond to a high volume of customer posts on Facebook, Twitter/X, Instagram, etc. with the appropriate care and awareness of relevant corporate policies and messaging requirements.
• Effectively utilize the Social Media moderation tools Nissan has in place to manage the daily engagement with our customers on Facebook, Twitter/X, Instagram, You Tube, etc.
• Enter all relevant information regarding customer inquiries or concerns into Nissan’s logging and tracking system (Salesforce) to expedite escalation to the Consumer Affairs team.
• Assess customer concerns and provide quick and educated decisions to rectify complaints and conflict—via well‑crafted public and private responses to consumers.
• Escalate urgent concerns to Team Lead following established procedures, effectively communicate findings, along with actionable recommendations.
• Assist Social Media Analyst and Manager of SMCX to compile Voice of Customer trends to be included in time‑sensitive, ad‑hoc report requests.
• Assist Manager with various special projects to impact department’s contributions to sales, marketing and overall customer experience.
• Stay knowledgeable on latest industry trends, tools and best practices.

• Excellent writing, editing, presentation, and verbal communication skills.
• Must be proficient in MS Applications such as Excel, Word and PowerPoint.
• Working knowledge and hands‑on experience with tools such as  service cloud, features & functionalities is highly desired.
• Working knowledge or hands‑on experience with Social Media reporting and analytics platforms such as Sprinklr is highly desired.
  
  Ability to deal with ambiguity and manage change.
• Must have a passion for digital trends, technology and innovation.
• Analytical skills a plus:
  Ability to understand and analyze social data, particularly as it pertains to customer feedback and translate insights into measurable and actionable results.
• Strong familiarity with Social Media customer service and moderation.
• A high‑level of social media experience with Facebook, Instagram, Twitter/X, You Tube and other platforms.
• Solid research skills.
• Outstanding, cooperative attitude in supporting the team environment.

• BA / BS in Business Administration, Marketing or Communications.
• Must have at least 1 year of customer service experience, marketing or corporate communications;
  Prior experience in Social Media, marketing, servicing and interacting with customers via Facebook and Twitter/X is strongly preferred.

• Weekly Pay
• 16 paid holidays
• 2 weeks Paid Time Off (accumulated)
• Enhanced Medical Benefits
• Kelly Perks‑Discount Program

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce.

Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E‑Verify and will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the U.S.