Social Media Community Case Manager for Kmart - Full-time

The Community Case Manager is responsible for supporting major social media platforms that members interface with directly in order to maintain community and brand presence, engage with members, and address all pre and post purchase inquiries across the SHC corporate social media channels.

Job Duties/Responsibilities:
* Reviews, sorts, triages, and assigns all inbound social media items as needed
* Works with members to resolve program and platform issues. Identifies trends or changes in member behavior by reengaging with member feedback
* Performs day-to-day basic community engagement in support of published outbound and marketing content
* Maintains knowledge of all store policies, outbound marketing content and current deals, and educates members in these areas as needed
* Maintains working knowledge of resolution processes for all lines of business in order to specifically address all member post purchase inquiries
* Maintains proficiency in systems that provide status reports in order to provide immediate resolutions to members when needed, to include but not limited to: Checking order, delivery ETA and service statuses, check for alternate service availability and process sooner service requests, issue 'good will' Shop Your Way points, return/exchange assistance, process refunds, and provide insights on current issues to members upon request
* Escalates complex issues by creating formal cases in Salesforce and set proper expectations with members on the resolution process and expected response time from a case manager
* Adds tracking labels to each social engagement item for analytics tracking and report on low impact trending issues affecting day to day performance
* Reports to Manager, Social Media with any trending engagement topics or campaign activity that impact inbound volume, system issues impacting member transactions, member service related issues that are atypical, and any potential public relations, human relations, and legal or compliance related items that require immediate escalation
* Identifies reoccurring issues and work with stores, service units, warehouses and other internal teams and their leadership to resolve root causes for these issues
* Maintains a working knowledge of social media platform changes and understand platform enhancements and limitations in order to adapt member re-engagement for a 'best fit' response per platform

Job Requirements:
* BS/BA degree in related field required or equivalent professional work related experience.
* 2+ years related professional experience in social/customer care
* Expert understanding of business social protocols across primary social networks (Facebook, Twitter, YouTube)

Equal Opportunity Employer / Disability / Vet.