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Written by: Leonard Parker | Houston Marketing Opportunities | 18th December
The New Energies group in Shell is focused on leading in the energy transition towards a low-carbon future through power / electrification, supporting our aim to power progress together through more and cleaner energy solutions. MP2 is an integral part of Shell’s global New Energy organization and with a mission to guide customers toward a better energy future, by enabling customer choice and by providing market-leading energy solutions.
The CX Social Media Lead, will report to the Sr. Manager, Customer Engagement. This position has responsibility for supporting the MP2 Energy response protocol for all social media avenues and review sites. The CX Social Media Lead will work closely with the Shell Marketing team to monitor and respond to calendar updates throughout the year and share Ops messaging through Social Media when needed. Duties include responding to customer inquiries via social media and acting as the main contact point for customers wanting to engage with the company via social media. This position also liaisons with Operations, Escalations, QA, Training and all responsive teams to create a positive customer experience.
JOB DUTIES & RESPONSIBILITIES
Attending to all customer queries, concerns, and comments posted to the company's social media platforms.
Liaising with sales personnel, product managers, and the marketing team to meet and exceed customer expectations.
Reviewing all social media comments and posts for accuracy and ensuring inappropriate content is removed.
Working with the marketing team to develop comprehensive CX social media response strategies.
Recommending potential website, FAQ or social presence updates impacting CX or Operations.
Maintaining a working knowledge of company products to effectively communicate with customers.
Coordinating efforts with the CXR team to respond to specific customer inquiries offline.
Attending social media-related meetings as required to represent the company.
Creating and maintaining strong relationships with company partners and external stakeholders.
Staying informed on social media trends, innovations, and changes.
ESSENTIAL SKILLS AND EXPERIENCE
Excellent knowledge of social media best practices.
Ability to effectively use a variety of social media platforms, such as Twitter, Facebook, Instagram, LinkedIn, and Google+.
Working knowledge of social media tools
Ability to work independently in a fast-paced environment.
Strong interpersonal, analytical and time management skills
Exceptional verbal and written communication skills
Ability to multi-task, problem solve and articulate thoughts and concepts well
Strong customer service and leadership skills
Experience in MS Office Suites and MS Excel
Experience in Energy specific industry
Knowledge of ERCOT, PJM, MISO, NYISO, NEISO, PUC and/or TDSP/TDU standards
Knowledge in SalesForce platform and social media monitoring platforms
Knowledge of company products, services and policies
QUALIFICATIONS AND EDUCATION REQUIREMENTS
A bachelor's degree in social media management, marketing, communications or a related field.
A minimum of 2 years' experience as a social media representative, or a similar role.
A year of customer service experience preferred
BENEFITS OF WORKING WITH MP2 ENERGYCompetitive CompensationHealth Care - Medical/Dental/Vision/Prescription Drug Coverage401(k) with Company Matching ContributionsFlexible Spending Accounts (FSA)Health Savings Accounts (HSA)Disability Programs (STD & LTD)Employee Basic Term Life InsuranceVacation & Company HolidaysTuition ReimbursementJob descriptions are not intended as, nor should be construed to be, exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job duties and responsibilities essential for making fair pay decisions about the job.