Position Snapshot

Job title: Social Media Representative
Schedule: Fulltime
Location: Headoffice, Montreal
Grade: 12

Benefits

• Competitive wage + Quarterly and Annual Bonus
• Complete family benefits package that starts on day 1

• Health and dental
• Massage
• Pension plan with a generous employer’s contribution
• Extensive mental health coverage
• Health Spending Account
• EAP

• Free coffee machine + Monthly Nespresso credit
• Exclusive employee discounts
• Free unlimited coffee during working shifts
• Supportive and intentional career development adapted to your personal goals
• Excellent training and growth opportunities
• And much more!

Position Summary

The Social Media Representative’s primary responsibilites will include social media community management and customer care engagement. This will be done by constantly monitoring the brand’s social media channels to communicate and engage with the community in order to encourage loyalty and foster conversation around the brand. The Social Media Representative generates reports to measure the success of various tactics, programs and initiatives, defines best practices and recommends future actions in line with the Social Media strategic plan. The person in this role also ensures customer satisfaction through timely responses, escalating any issues to the appropriate internal teams.

A day in the life of…

• Solve customer requests, raised through any channel of contact;
• Promote the brand by acting as a brand ambassador to the customers;
• Provide ideas of innovation and alert on customer inisghts to upper management;
• Develop and continuously refresh their skills and knowledge;
• Utilize tools like Sprinklr to engage with the community, generate insights, track and report on customer responses, customer sentiment and common coversations trends that arise;
• Respond to comments, when appropriate, in order to foster positive engagement and add value to the community member’s experience
• Monitor comments and complaints in a quick and timely manner with the ability to identify trends, influencers as well as spot warning signs / potential crises.

What will make you successful

• College degree preferably in communication or equivalent transferable internal experience
• Must be bilingual in French and English
• 2+ years experience in Social Media Management/Customer Care Engagement for a brand or company
• Experience delivering results through others
• Superior customer service skills
• Strong sense of professionalism & judgement in response to inquiries within the public social media space
• Ability to adapt to new conditions, assignments and deadlines with speed and flexibility
• Time management skills; ability to prioritize and multi-task while producing high quality work
• Ability to excel in a highly structured environment while succeeding in discretionary situations
• Strong organizational & planning skills
• Strong communication skills; both verbal & written with experience in writing, editing and crafting content and responses for Social Media
• Proficiency in MS Office and established and emerging Social Media platforms (Twitter, Facebook, Instagram, YouTube, Google messaging, Ratings & Reveiws etc.) and comfortable across various devices/operating systems
• Open availability including weekends/ nights and after hour community management coverage for special events & crisis management scenarios, as needed