Automatic Data Processing, Inc.
San Dimas, CA, United States
Media, Customer Service, Ecommerce
Social Media Specialist
Posted Date:July 13, 2019
Work Location(s):San Dimas,CA,US
Title : Social Service Specialist
Basic Function :
Role is ADP brand ambassador serving as the front line for customer experience interactions via social media. Responsible for resolving owner needs (questions, concerns, product issues, etc.), engaging the customer and confidently recommending a resolution within the span of ADP process and policy. This representative will work cross-functionally with the Service and Social Media teams to ensure the highest possible positive web presence. Ability to research and resolve client issues proactively with Marketing partners. Assist in building and maintaining customer specific content for Social Media Channels. Serve as an expert for clients by answering general product related questions, diagnosing and resolving specific product concerns, in appropriate Social Voice, partnering with service teams. Own and elevate the owners experience by seeking assistance/approval for client requests outside of normal procedures or policies. Define client issues and moving to a resolution path, converting detractors to promoters. Share excitement and experiences to continuously grow knowledge base in all brand ambassadors. Engages and responds quickly to social media messages/posts. Coordinates response with key internal stakeholders to bring problems to resolution.
Research and resolution (60%)
Serves as an expert for clients through partnering with Business Unit Service Departments to answer product related questions and diagnosing/resolving specific client issues.
Uses ADP brand voice in external and internal social channels to build relationship with clients and employees of clients through researching and responding to their questions.
Works cross functionally to seek resolution to client concerns that may fall outside of normal service operating procedures.
Contacts customers to obtain additional information or handle a difficult product or service related issue.
Ability to juggle multiple open client cases and service tickets at once while providing best possible service to each
Monitors ADP brand reputation through various social tools and contributes to overall brand share of voice within the external marketplace.
Engagement, Escalations and Interactions (40%)
Engages and responds quickly to social media escalations from monitoring team. Coordinates response with key internal stakeholders when necessary (Marketing, Operations, Legislative, Human Resources, Legal).
Tracks social interactions through to resolution, keeps contacts up to date and reports on results.
Strong partnership with Client Experience team
Able to express internal responses and policies through client facing and social media sensitive language.
Reads and decides on appropriate action for client posts in internal and external social channels.
Continuously participates within a team setting to execute tasks and share best practices.
Passion for, and comfortable with, social media norms and practices.
3-5 years customer service team leadership experience required
At least one year of Social Media Service or Marketing experience
Experience working with multiple databases and customer experience teams
Focus on providing clients outstanding customer service with every interaction
Experience working with multiple databases and customer experience teams (ADP specific is a plus)
Strong writing skills.
We’re designing a better way to work, so you can achieve what you’re working for. Consistently named one of the ‘Most Admired Companies’ by FORTUNE® Magazine, and recognized by DiversityInc® as one of the ‘Top 50 Companies for Diversity,’ ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. “Always Designing for People” means we’re creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.
At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
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Automatic Data Processing, Inc.
Website : http://www.adp.com
ADP® (NASDAQ: ADP), with more than $10 billion in revenues and approximately 600,000 clients, is one of the world's largest providers of business outsourcing and human capital management solutions. Leveraging over 60 years of experience and a global footprint spanning more than 40 countries, ADP offers a wide range of human resource, payroll, talent management, tax and benefits administration solutions from a single source, and helps clients comply with regulatory and legislative changes, such as the Affordable Care Act (ACA). ADP's easy-to-use solutions for employers provide superior value to companies of all types and sizes. ADP is also a leading provider of integrated computing solutions to auto, truck, motorcycle, marine, recreational vehicle, and heavy equipment dealers throughout the world. For more information about ADP or to contact a local ADP sales office, reach us at 1.800.225.5237 or visit the company's Web site at www.adp.com.