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Social Media Team Lead, Consumer Care

Company: Corelle Brands
Location: Downers Grove
Posted on: February 22, 2021

Job Description:

Career Opportunities: Social Media Team Lead, Consumer Care (Downers Grove, IL) (13103) Requisition ID--13103-----Posted--02/03/2021-----Customer Service Why join us? At--Instant Brands (formerly Corelle Brands) we are passionate about products that bring joy and ease to our customers in cooking and sharing food with family and friends. Instant Brands is home to category-leading brands, including Instant, Corelle, Pyrex, Corningware, Snapware, Chicago Cutlery and Visions. We're looking for candidates who are smart, curious, creative, push the limits of what's possible and are passionate about our brands. We embrace and respect diverse backgrounds, and welcome new ideas. Our continuous focus on growth and innovation means you will become part of a global company that offers challenging opportunities, rewards excellence, and combines your individual expertise to achieve a higher level of shared success. We operate within a fast paced, team-oriented, rewarding work environment that allows our employees to develop and thrive. We offer competitive compensation and comprehensive benefits within a flexible, creative and progressive work setting. Join Instant Brands and become a part of our story. Everyone matters here. Position Summary: The Consumer Care Social Media Team Lead's primary role is to uphold our commitment of a WOW organization and to WOW our consumers end to end throughout their journey, by serving and delighting them in each interaction and across all touchpoints. Primary focus of this role is leading and developing the team in charge of handling and responding to consumer interactions in social media platforms across all brands. The role requires strong leadership including people management skills. This is a key role for brand building, integrity and protection. It requires outstanding writing skills, and superb consumer care skills. The person in this role needs to have experience communicating with consumers in written / public channels while handling and resolving customer feedback and product concerns. This position requires deep understanding and proven experience in social response and social media platforms. What will you do?

  • Leads a team of +10 consumer care social media advisors who are responsible for responding to reviews and consumer questions in social media platforms and across brands.
  • Provides direction, coaching and real time feedback to help advisors clarify doubts and solve issues while serving the consumer.
  • Owns social care response strategy and reporting for all brands.
  • Monitors volume and anticipates peaks. Provides staffing forecast recommendation to ensure consumers reviews and questions are answered in a timely, efficient and knowledgeable manner.
  • Monitors process adherence and quality of all consumer care social media advisors. Ensures standard operation procedures are followed and Consumer Care performance metrics are met.
  • Handles escalations as needed.
  • Identifies opportunities for continuous improvement. Escalates issues as needed.
  • Provides statistical performance feedback and coaching on a regular basis to each team member.
  • Participates in hiring and selection of team members.
  • Ensures employees have appropriate training and other resources to perform their jobs.
  • Meets personal/team qualitative and quantitative goals.
  • Fosters a high peak performance organization, promotes a dynamic, fun and safe place where consumer care members are motivated to work. If you have some or all of the below, we want to talk to you!
    • Post-Secondary Education in a related field or equivalent experience
    • Minimum 3 years consumer service experience or in social response experience.
    • Minimum 2 years of demonstrated leadership experience
    • Proficient with PC applications and systems (e.g. Email, Chat, IM, Word, Excel, Power Point) required.
    • Knowledge of call/contact center operating environment and associated systems is preferred
    • Progressive leadership style with proven decision making, organizational, time management, conflict resolution skills and analytical skills.
    • Ability to develop and maintain effective and productive relationships
    • Inspire trust with team members while holding them accountable
    • Excellent motivational, verbal, written and interpersonal communication skills
    • Effective presentation skills ability to speak effectively before diverse groups of stakeholders (internal and external) Instant Brands, Made for Together Our Values : We drive results and create value together One Team - We love our Consumers We "Wow" Them - We challenge each other, always have an open mindset and welcome new ideas - We are a Global Company and we think globally - We have integrity in all that we do Instant Brands is an equal opportunity employer with a strong commitment to diversity and inclusion, We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status or any other legally protected status. Members of all underrepresented groups are encouraged to apply.

Keywords: Corelle Brands, Downers Grove , Social Media Team Lead, Consumer Care, Advertising , Downers Grove, Illinois

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