What are the responsibilities and job description for the Customer Experience Specialist position at Butler/Till Inc.?
Description
Butler/Till is a results-driven marketing agency offering deeply collaborative client experiences, proprietary technology, and world-class partnerships.? At Butler/Till, we take immense pride in our independent, women-owned and led status, our unwavering commitment to a purpose-driven approach, our B-Corp status, and our unique structure as a 100% employee-owned company (ESOP).
SUMMARY
The Customer Experience Specialist Role will provide participating Digital Content agents with ease of posting and assistance with their Social Media presence. This role is responsible for accurate and efficient posting of content, created by our internal teams, for each calendar month. The Customer Experience Specialist must be organized, able to manage large workflows, and exhibit strong attention to detail. This position is pivotable for ensuring quality and accuracy of timely posting.
KEY OUTCOMES & RESPONSIBILITIES
Key Outcome: Posting of participating Digital Content program agent content, for which you are assigned
Key Responsibilities:
- Monthly posting of calendar content after agent approval across all available social media platforms
- Manage posting for assigned agents
- Reach out to Content team when calendar is not completed for approval
- Work with assigned Consultant to assist with agent approvals
- One-off content postings, as requested
- Work with assigned Consultant to assist with agent approvals
- Posting of content edits
- Work with assigned Consultant to assist with agent approvals
- Quality assurance checks to ensure posting was successful
- Verify that content posts have been scheduled
- Verify that content posts have posted to appropriate platforms on scheduled days
- Identify any rejected posts and repost or reach out to Content team for edits/adjustments
- Manage and maintain agent Hootsuite connections for assigned agents
- Reach out to agents when access is not in place or has been removed/disconnected
- Ensure an employee on Content team has back-up connection (this includes reaching out for reasons stated above)
Key Outcome: Chat coverage
Key Responsibilities:
- Manage incoming chats amid content posting
- Assist with incoming chats during peak times
Key Outcome: Agent Communication
Key Responsibilities:
- Ability to articulate effectively through all communication channels
- Responsible for reaching out to agents obtain/regain Hootsuite access
- Assist with inbound/out agent reach outs and queue coverage during peak times
Other Responsibilities:
- Back-up for Agent Experience Specialists, as needed
- Assistance during ATM Open Enrollment Sessions
- Additional tasks assigned by management, as needed
Requirements
REQUIRED QUALIFICATIONS –
- Associate degree in Marketing, Business, or Consumer Relations; A Bachelor Degree a plus.
- 1 years of Customer Service experience required
- Strong communication skills; both written and oral
- Independent and self-directed, yet also team oriented
- Proficient with Microsoft Office tools including Microsoft word, Excel, and PowerPoint
- Experience using customer service systems and tools
- Must be well organized and detail-oriented with the ability to multi-task
- Ability to manage ebb and flow of work and customer service demands
- Ability to work in a fast-paced atmosphere and meet deadlines
- Ability to work with little supervision
PREFERRED QUALIFICATIONS –
- Experience with Google Docs and Power BI a plus
- Experience with posting on Social Media Platforms
- Familiarity with Social Media post creation
- Familiarity with Hootsuite
CORE COMPETENCIES
- CUSTOMER FOCUS/CLIENT INTIMACY: seeking to understand client business challenges/needs and delivering continuous value to our clients.
- COLLABORATIVE: working with teams and across the organization with ease.
- OWNER AGILITY: able to continuously learn and quickly adapt to changing circumstance.
- RESULTS DRIVEN: accepts accountability to deliver business outcomes, even under changing circumstances. Delivers on commitments.
- DISCIPLINED: Thinks, plans, and prioritizes work on an ongoing basis, plans and aligns with key team members before acting.
WORK ENVIRONMENT & PHYSICAL DEMANDS?
The work environment and physical demands characteristics described here are representative of those an employee encounters while performing the essential functions of this job, typically in an office setting or in a home office. An employee in this role may be in a stationary position, often standing or sitting for prolonged periods and using office equipment and computers. The noise level in the office environment is usually moderate. (I.e., business office with computers and printers, light foot traffic, etc.). Reasonable accommodation may be requested to enable individuals to perform the essential functions.
Commitment to Diversity, Equity, Inclusion and Belonging?
Our dedication to Diversity, Equity, Inclusion, and Belonging (DEIB) is a cornerstone of our culture. We believe that the diversity and inclusivity of our workforce are sources of strength. As you become part of our community, you'll discover that we are dedicated to creating a positive impact, not only for our clients but also for the communities where we live and work.
EEO DISCLAIMER?
Butler/Till is an Equal Opportunity Employer to all employees and applicants and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
COMPENSATION?
Butler/Till is committed to providing pay transparency of our compensation philosophy and ensuring equitable pay practices for our employee owners. The compensation range for this position is $36,000- $52,000 and represents the annual salary range in Rochester, NY. Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience.
This is just one component of Butler/Till’s total compensation package for employee owners. The total compensation package for this position may also include other elements, including ESOP (employee stock ownership plan), an annual bonus, in addition to a full benefits package, and paid time off benefits, including 100% paid parental leave. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
Salary : $36,000 - $52,000
