Communications specialistAlorica

Job Description
JOB DESCRIPTION
Responsibilities:
Social Media Platforms
. Daily monitoring of social media sites using NUVI, Facebook Business Manager, Instagram, Twitter, Linkedin, YouTube and Glassdoor for negative comments of concern this includes 200+ accounts
. Acknowledge and reinforce positive or inquisitive comments, to provide the social media public a glimpse into the warm and welcoming culture of Alorica
. Escalate medium and high level comments to appropriate internal departments, per the policy, using established procedures to assure that all are reviewed and proper action is taken in solving the issue
. Document all medium and high level escalations -providing necessary updates as needed, using established log
. Directly respond to and/or work with local Social Media Aces (SMAs) to appropriately respond to comments and complaints made on local social media pages
. Collaborate with Global Marketing Communications and HR teams on improving processes and communicate any obstacles experienced along the way, by taking the initiative to propose better ideas, better processes for better outcomes
. Serve as the main point of contact for all social media related escalations, communicating any further issues or concerns as needed
. Provide bi-weekly reports (with links) on Glassdoor reviews that need to be answered by subject matter for leadership to respond to
. Initiate issue-resolving communication on the social media platform via private messaging features if needed, as guided by Global Marketing Communications, toward enhancing public impression of Alorica
Engage (Intranet) Platform
. Monitor Engage platform for questions and negative comments of concern across key sites/forums: Ask the CEO, Community Q&A and select blog posts
. Work with Global Marketing Communications to develop an escalations process for all questions and comments received- assuring that all appropriate internal contacts are involved to secure timely responses
. Partner with Global Marketing Communications to develop a process to document all questions and comments made on Engage sites/forums
General
. Actively stay up on the trends and best practices and bring that expertise to the rest of the company
. Act as our Social Media advocate with employees and external influencers to extend our brand reach
. Experiment with new techniques and technologies and exhibit curiosity to constantly want to improve engagement and results
. Be passionate about performing your role as Social Media advocate / ambassador of Alorica
. Be comfortable with the challenge of first-post resolution (FPR) in bringing even the most controversial posts to closure and/or, if needed, shepherded to the right channel