Associate Social Media Listener

The Associate Social Media Listener will serve as a key player in monitoring customer activity on our social media channels, engaging with current and prospective customers, reviewing customer sentiment and logging it with meticulous detail, working with teams across the company to problem-solve and respond to issues in a timely manner, and supporting a comprehensive customer experience. 

Our Social Media team is seeking someone who has a strong passion for serving and understanding customers; who truly understands how customer success is tied to our brand success; and who can help us continue to build a robust customer experience, through social media, while having some fun along the way.

What you'll do:

• Assist and respond to customers with a wide variety of product and service needs via Facebook Groups and other social media channels.

• Capture and track data on customer sentiment and reviews and track it for reporting and escalations. 

• Proactively collaborate with key stakeholders across the organization to action customer issues in a timely manner and escalate as needed.

• Communicate and provide resources for customers through comments on paid ads across our social media channels.

• Diligently track customer questions, issues, and recommendations, and communicate them to the appropriate teams.

• Building brand personality and customer trust through regular one and two-way communications with our community.

• Continuously improve internal processes by identifying opportunities for improvement that contribute to a first-class customer experience. 

• Retain a high level of knowledge and familiarity with ServiceTitan’s products, services, and the field services industries.

• Use community guidelines as needed to ensure a positive and safe environment in our social spaces.

What you'll bring:

• Ideally, 2+ years experience in customer service or support.
  Ideally 2+ years experience in social media or marketing. 

• Ideally 1+ year of experience with Facebook/Facebook Groups and Google Suite.

• Ideally 1+ year of experience with Salesforce. 

• Have a strong sense of priority and ability to multitask.

• Ability to build networks and develop genuine relationships and partnerships.

• Ability to empathize with exceptional listening skills.

• Strong communication and listening skills 

• Flexibility to wear multiple hats - no job being too small or too large.

• Passion for working in an entrepreneurial and fast-paced environment

• Analytical mindset able to collect, synthesize, and use social data to affect change.

• Reliable and secure access to high-speed internet.

• Native level oral and written communication in English