Social Media Representative Jobs

POSITION SUMMARY:

Our Guest Services team is seeking Beauty Enthusiasts for our Social Media Representative position. The Social Media Representative is focused on customer service; researching and resolving guest issues and actively engaging with beauty lovers online in our Ulta Beauty social space! The ideal candidate will possess knowledge of the various social media platforms such as, but not limited to: Twitter, Instagram, YouTube, Pinterest, Facebook, Snapchat, etc.  The candidate will be responsible for monitoring and posting responses to guests on social networks, engaging in online reviews, participating in online chat services, optimizing our guest's social media experience using consistent service and quality standards.

CORE JOB RESPONSIBILITIES:

• Assist Supervisor by sharing trends observed on social media along with aligned response methods.
• Communicate and collaborate effectively among peers and leaders
• Use Ulta Beauty standards to suggest and align on response verbiage, follow a response playbook, and drive engagement with Ulta Beauty and our brands.
• Manage multiple systems to research, resolve, and document guest service inquiries and log each interaction in the incident management system.
• Meet or exceed service level measures for guest satisfaction (Customer Satisfaction, average response time, quality and accuracy, attendance, etc.), and department productivity standards (e.g. responses per hour).
• Effectively exercise cross-functional collaboration skills and partnerships to resolve guest escalations.
• Respond to and resolve guest inquiries across social media platforms.
• Maintain confidentiality of Ulta Beauty response plans and strategies for handling social media conversations and activities

ADDITIONAL RESPONSIBILITIES:

• Identify when social media activity requires more coverage and modify your schedule accordingly to support business needs. 
• Must be able to work one of the required shifts noted: 1st, 2nd or 3rd Shift
• Remain fluent in Ulta Beauty’s processes and systems used to serve guests across all contact channels in order to serve guests in those channels when needed

REQUIREMENTS FOR CONSIDERATION:

• Strong sense of ownership and pride in professional deliverables
• Proven ability to work effectively in a team environment, as well as independently, with minimal supervision
• High School Diploma; Some College preferred
• Positive attitude, detailed, and customer oriented
• Must be professional and contribute positively to our fast-paced, collaborative office environment
• Proven interpersonal and communication skills to develop internal relationships and partnerships with multiple stakeholders
• Excellent written and verbal communication skills
• 2+ years Customer Service experience or related experience
• Willingness to shift work schedule to cover key promotions and staffing gaps; extra hours/days may be required
• Proficient with Microsoft Word, Microsoft Excel, and Microsoft Outlook
• Problem-solving and creating efficiencies
• Exceptional organizational and multi-tasking skills, with the ability to work effectively under pressure and complete tasks quickly in a high energy environment
• Adaptability to learn a variety of software programs
• Ability to type a minimum of 45 words-per-minute
• Working knowledge and understanding of Social Media sites and platforms, such as Twitter, Instagram, YouTube, Pinterest, Facebook, Snapchat, etc.
• 24x7x365 operation may require on-premises or remote work based on the work schedule and/or on the weekends, evenings, and holidays