Seasonal Community Specialist

Job Title: Seasonal Community Specialist Department: Marketing Reports to: Senior Marketing Lifecycle Director Last Revised: 08/19/2024 Job Summary: The Seasonal Community Specialist role requires a customer-centric individual with exceptional communication skills to actively engage with customers across various channels, including Zendesk, Instagram DMs, Instagram tags, Facebook Groups, retail reviews, and more. You will prioritize responses, customer happiness, and their experience while addressing inquiries. We’re here to listen, learn, and meet customers where they are with fast + fun energy. As a Seasonal Community Specialist, you will contribute to a positive customer experience, ensuring timely replies and resolution of issues. Supervisory Responsibilities: No supervisory responsibilities at this time. But, who knows what the future of ACC will bring! Duties/Responsibilities: Zendesk Management: Respond to customer inquiries via Zendesk in a kind, helpful, and hospitable manner. Prioritize and resolve customer issues within 1 business day, following the "Oldest to Newest" standard. Instagram Management: Provide fast and friendly support to customers via Instagram DMs, prioritizing their inquiries above influencer messages. Engage with customers by responding to their posts tagged with the company's handle. Respond to customer inquiries within the same day, or within 1 business day outside of business hours. Candle Tester Group Management (Facebook Group): Monitor and respond to inquiries in the Candle Tester Group during active testing periods. Respond within 1 business day and engage with a friendly, informative demeanor. Retail Review Management: Regularly review and respond to both positive and negative reviews on the company's retail website. Provide public and private replies to address negative reviews. Facebook and Instagram Comment Management: Respond to select comments, particularly those expressing excitement or asking questions. Ensure responses adhere to the "Oldest to Newest" standard and are provided within 1 business day. Miscellaneous Social Media and Review Platform Management: Monitor and respond to inquiries on Facebook DMs, Google Reviews, Faire Reviews, Faire Messaging, and Wholesale Website Reviews. Reply within 1 business day to all inquiries and address negative reviews with public and private replies. Required Skills/Abilities: Excellent verbal and written communication and relationship building skills. Desire to connect and engage with a variety of audiences. Ability to use creativity in messaging and visual design. Knowledge of social media management tools (Instagram, Facebook, etc.). Ability to function well in a high-paced and at times (let’s be honest, we’re talking Q3 and Q4) stressful environment. Ability to exhibit the small business mindset, even as the business grows. Willingness to shift and support any Operations work center in a pinch. Education and Experience: High school diploma or equivalent required. 1-3 years of customer service experience preferred. Physical Requirements: Prolonged periods sitting at desk and working on a computer. Environment Requirements: Working in an environment with various fragrances and scents. Travel Requirements: No travel required. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.