Marketing - Community Care Coordinator in Maplewood, MN at APEX Systems

Date Posted: 2/14/2020

Job Snapshot

Job Description

Job #:  1049036

Description: Community Care Coordinator

Location: Maplewood, MN
Duration: start by March 2nd or sooner, if possible, approx 6 month contract

The person hired for the position of Community Care Coordinator will manage the online reputation of our Consumer Business Group brands product review management sites through daily moderation and engagement. Implementation of such engagements will drive positive experiences with our Consumer Business Group brands and foster relationships with consumers across multiple platforms by meeting consumers where they are. You will serve as point of contact for internal and external partners and departments for online reputation management requiring strong organization skills and an eagerness to bridge across multiple platforms and brands to maintain best practices. In this role, you will combine your passions for consumer care, engagement excellence, digital innovation, and flawless delivery.

The Consumer Business Group is the home to some of our most iconic brands. We stand for simplifying organization and communication, cleaning and protecting your home, helping you feel better faster, making home improvement easy with professional results, and inspiring hobbies, crafts and creativity.

Current resource will be on maternity leave. During that time, our team will need a resource to assist in covering Ratings & Reviews responsibilities. Over 1,800 reviews and questions come in each month from consumers about CBG products requiring a response. Without a resource to absorb this work, these reviews and questions will remain unanswered.

Job Description
Primary Responsibilities include but are not limited to the following:
Assist Social Media Manager in moderating product ratings and reviews
Engage with inbound ratings and reviews on our websites, retailer websites, and Amazon in a timely manner through review management platforms to enhance customer experience with the brands and encourage conversion
Engage with inbound question and answer inquiries on our websites, retailer websites, and Amazon through review management platforms to enhance customer experience with the brands and encourage conversion
Work with Social Media Manager to create scalable processes to share feedback and sentiment of content, products, and brand initiatives with Consumer Engagements team, Consumer Experiences team, and brand teams to improve consumer journey experience
Showcase expertise and knowledge of our Consumer Business Group products and their usage
Demonstrate the ability to efficiently and accurately pivot and deliver data to meet reporting needs of brand and product teams regarding consumer feedback and enhancement opportunities for consumer experience with the brand.
Additional Job Description
Basic Qualifications:
Minimum one (1) year customer service representative experience for a consumer brand or B2B brand
Minimum one (1) year social media community engagement experience
Skilled user of online reputation management platforms, such as Bazaarvoice.
Skilled user of social publishing platforms, such as Spredfast, Sprinklr, or Sprout
Skilled user of social listening platforms, such as Brandwatch, Sysomos, Radian6
Skilled user of customer relationship management (CRM) platforms, such as Salesforce
Possess an associates degree or higher (completed and verified prior to start) from an accredited institution
Ability to work and thrive in a fast-paced environment
Excellent oral and written communication skills, ability to interact professionally in customer service situations
Intermediate proficiency in Microsoft Office applications, including Excel and Powerpoint

Preferred Qualifications:
Strong analytical skills
Exceptional organizational, presentation, and communication skills both verbal and written
Self-starter with a problem-solving mindset
Exceptional interpersonal skills with proven success building relationships across all levels, internally and externally, including influencing senior decision makers throughout the organization

Position is a support role requiring more direction. Assists in developing marketing campaigns that promote a company and its products and/or services. Participates in and may lead small project teams. Demonstrates basic knowledge of marketing and marketing processes. Works independently, although the scope for discretion is limited and the output is reviewed periodically while in progress. Work priorities are defined by the manager/supervisor.
Duties and Responsibilities:
The employee primarily uses basic coordination/administrative skills to execute marketing programs/tactics, handle requests from the sales force, channel partners and customers, gather, assemble, and monitor secondary industry/market information, develop specific elements in the preparation of market, customer or competitor reports, or produce other standard reports. Assignments are often short-term projects with many projects underway at one time. The job also requires performing other duties as assigned.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178.