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VXI Global Solutions is seeking an enthusiastic Social Media Brand Ambassador to act as a brand advocate for our client's Virtual Reality (and/or) Video product line(s). This person will work closely with the social media customer care leadership to address customer inquiries, concerns, suggestions, appreciation, or requests across multiple social media platforms. The Social Media Brand Ambassador understands the importance of responding in a personal, human, and authentic way while remaining within Brand Voice. The ideal candidate is driven, creative, process-oriented, has excellent multi-tasking skills, strong grammar, punctuation and writing skills and in-depth experience with managing social media and online communities.

ORGANIZATIONAL PLACEMENT:

Reports to: Social Media Team Leader, Social Media Operations Leader & Director of Operations.

Principal Duties and Responsibilities

• Responsible for customer support and engagement, by becoming a brand ambassador and maintaining product line’s online brand reputation
• Proactively manage and respond to a high volume of customer engagements via social media, while building relationships with community members
• Listen, monitor, respond by following the rules of engagement
• Creates customer service focused, engaging, and fun responses while using judgement and finesse - adheres to brand tone guidelines while also suggesting improvement strategies to program leadership
• Analyze the voice of the customer and work to identify opportunities to amplify the positive, or leave a favorable impression of the brand.
• Exhibit empathy when dealing with upset customers and exercise good judgement when determining whether an engagement needs escalating
• Identify potential negative or crisis situation and escalate as appropriate while applying conflict resolution principles to mitigate issues
• Addressing escalated inquiries and creating cases for the customer resolutions team while communicating with leadership regarding customer identified issues
• Close collaboration with program support members with a consistent drive towards the goal to better serve our community members and product users by delivering key feedback and identifying new opportunities
• Possesses above average technical ability; being able to learn and understand consumer steps in-product and to be able to navigate internal tools for issue diagnosis and logging will be necessary
• Process minded; able to follow defined processes but help understand where they can be optimized or improved would be valuable
• Tracks and reports customer sentiment across Community channels

Minimum Requirements/Additional Info

• Passionate about Augmented and Virtual Reality products, gaming, or technology
• A Great Positive Attitude, with High Empathy
• Excellent at building relationships with people
• High School Diploma or GED
• At least two years of Customer Service, Technical Support, and/ or Social Media experience (One year or more of Social Media Support and or related experience preferred)
• Ability to handle multiple tasks in a fast-paced environment.
• Minimum typing speed of 35 wpm, with 90% accuracy.
• Strong communication skills. Demonstrated ability to communicate effectively both verbally and in writing.
• Demonstrated the ability to follow a process from beginning to end
• Continually increase efficiency while maintaining strong quality standards.
• Very social and tech-savvy with a strong working knowledge of various social media platforms
• Ability to comprehend social speak and text jargon.
• Strong knowledge of computer applications including: Microsoft Office, Google Chrome, and Internet Explorer.