Life at Nissan encompasses everything that inspires both the quality of our vehicles and the quality of our people. Company-wide, you’ll find fast learners and self-starting engines as well as people who are quick to embrace change and take an idea into overdrive. At Nissan, minds race. Imagination gets a green light. Each opportunity is the fuel that drives an idea from inspiration to real-life.
The Senior Social Media Moderation Specialist is responsible for providing effective customer service across Social Media platforms (i.e. Facebook, Twitter, Instagram) by utilizing their exceptional writing and research skills and in-depth knowledge of the Nissan and INFINITI brands.
The following job function statements describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The job function statements reflect expectations of the fully trained, proficient incumbent who meets all performance criteria.
Respond to a high-volume of customer messages on Facebook, Twitter, Instagram, YouTube and TikTok with the appropriate care and awareness of relevant Corporate policies and messaging requirements.
Assume a leadership role within the team to assist Management in maintaining strong KPIs.
Meet or exceed Quality, Response Time and Volume KPIs as established at the Senior level.
Assist with the on-boarding and training of new employees.
Maintain all duties from Moderator (Specialist) role including:
Master and effectively utilizing Sprinklr, serve as SME on team, maintain knowledge and usage of Salesforce, making quick and educated decisions to rectify complaints and conflict, and escalating urgent concerns to Team Lead.
Assist Social Media Reporting Analyst/Planner and Manager of Social CX to compile Voice of Customer trends to be included in time sensitive and potential ad-hoc report requests.
Create, research, implement and track one (1) process improvement or operational enhancement after the following have been completed:
Obtained Management Approval of proposed project.
Maintained/exceeded KPI Performance thresholds for at least nine (9) months of employment.
KPI’s include: Engagement Ratio, Volume Distribution, Quality and Response Time.
Completed assigned training (including Nissan Way, Excel, etc.). See below.
Presented proposed project to someone outside of the SMCX department for their input.
Maintain ownership of 2-3 special projects ranging from Social Selling to RE-engagement to on-going reporting to representation at cross functional meetings to assisting with Executive-level presentations.
Stay knowledgeable on latest industry trends, tools and best practices.
Mentor other Moderation Specialists within Department to assist in their professional development.
Excellent writing, editing, presentation, and verbal communication skills.
Must maintain all on-the-job skills obtained within the department including:
Proficiency in MS Applications such as Excel, Word and PowerPoint.
Salesforce.com service cloud.
Highly knowledgeable in all of the Sprinklr features and functionalities.
The following qualification statements reflect the minimum skills and abilities required of the qualified applicant.
BA / BS in Business Administration, Marketing or Communications.
1-2 years of various experience in Marketing, Sales, Digital, Social, Customer Relationship Management (CRM) or equivalent.
Must have completed at least nine (9) months of proven Social Media moderation experience within the NNA’s SMCX Department and been in “Good Standing” at all times.
Provide at least one (1) process improvement recommendation and complete a formal project plan/presentation (per above specifications).
Project/Enhancement Interview Process. Must complete a formal interview and have a presentation available to share with the following Management members:
Department Sr. Manager and Director
Cross-functional team member (Marketing, PR, CRC, etc.)
Complete the following training:
Complete Onboarding: Nissan Way, Nissan Customer Way, Get Control of Email
Microsoft Excel: Learning Excel 2016 (LinkedIn Learning course)
Communicating with Confidence
Note: These are training courses available in Virtual Academy and/or the Kelly Learning Center
Must have maintained Target values for all Key Performance Indicators (KPIs) for the 12 weeks prior to submitting project.
Nissan is committed to a drug-free workplace. All employment is contingent upon successful completion of a drug screen for roles based in the United States and background screening for all positions.
All of us at Nissan – regardless of functional area or expertise – share a passion to design, manufacture, and sell high-performance vehicles. It is Nissan’s policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E-Verify to validate employment eligibility. Visa sponsorship for this position is not available at this time.
Franklin Tennessee United States of AmericaThe company did not fill out the description.
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