Social Media CSR Part-time | Atlanta, GA | Papa John's

Social Media CSR Part-time

THIS IS A CORPORATE POSITION

Responsibilities

The Social Media CSR provides an effective customer service experience on social media channels along with monitoring these channels by utilizing strong writing and research skills. In support of branded Papa John's channels, the Social Care Ambassador will be responsible for monitoring the brand's social channles and responding to consumer comments including customer complaints, issue reolution, questions, etc. This position is also responsible for identifying trending topics, news mentions, influencer activity, and brand reputation across all social media channels.

  • Proactively monitor Facebook, Twitter and other social media channels for customer questions, praise, feedback, and concerns (Facebook, Twitter, Instagram, You Tube, LinkedIn, etc.)
  • Work within social media management tool to identify, tag, respond and triage issues
  • Engage with customers on social media sites with appropriate responses based on company policies
  • Develop a friendly rapport with customers, often in 280 characters or less
  • Adheres to appropriate service-level agreements (SLAs) around response time and resolution.
  • Occasionally perform outbound calls to follow up/resolve customer requests or issues
  • Effectively utilizes tools provided and analytical skill set to determine the next plan of action
  • Monitor and track negative posts and respond appropriately
  • Assess the customers concerns and provide the correct information to rectify the issue
  • Maintain sense of urgency and a poise attitude when taking action on response
  • Stay current on social media trends and provide recommendations on approaches to improve customer care
  • Maintain the highest level of professionalism when managing sensitive issues
  • Be comfortable interfacing with legal, PR, HR and other departments
  • Escalates urgent matters of concern to Social Media Supervisor, Public Relations team, and leadership as needed

Qualifications

  • Ability to learn and use Social Media monitoring software
  • Comfortable communicating with all levels of management, including Corporate Communications/PR.
  • Detail oriented and naturally inquisitive with strong sense of urgency.
  • Basic knowledge of mobile devices and computer software, such as Word, Excel, Power Point
  • Basic understanding of internet website function and development
  • High School Diploma or GED required
  • Experience with pizza industry preferred
  • 2 years of customer service experience required
  • Bilingual in Spanish a plus
  • Sprinklr Knowledge a plus

Overview

Exciting things are happening at Papa John's corporate restaurants. Work where the best ingredient is YOU!

Great things are happening at Papa John's! If you are looking for a fulfilling career with an international company, flavored with challenging work, mixed with professional development opportunities, a competitive salary and a collaborative team environment, then look no further! Papa John's seeks people who share our philosophy for success, are looking for quality business practices and meaningful work. All these combine to produce not only the best pizza, but also the best team members!

Papa John's has over 5,000 locations in 44 countries and territories around the world. We offer a competitive benefits and compensation package. Driven to be the best. Better Ingredients. Better People. ®