At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we're committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with best-in-class opportunities for your development and growth. Join us!

Job Description:

The Social Media Customer Service Specialist will be responsible for Nespresso USA’s Contact center’s social media community management, live chat, ratings & reviews interactions and customer care engagement by continuously monitoring the brand's Social Media (including Facebook, Instagram, X) and Ratings & Reviews (i.e.: Yelp and Google Business) channels to communicate, respond to and engage with the community; encourage loyalty and foster positive conversation. A passion for social media and customer care engagement is essential with a vast understanding of digital and social media platforms. This is a remote-based opportunity the requires full weekday and some availability on Saturdays. This is not a Social Media Marketing or Management role. 

Responsibilities: 

•    Utilize tools like Sprinklr, Live Chat/email platform to engage with the community, share insights and observations, track and report on customer responses, customer sentiment, trending topics and common conversations that arise. 
•    Summarize insights and conversations and work with Community Manager to create actionable, operational reports that lead to optimization and efficiency in performance.
•    Monitor comments and manage engagement of complaints in a quick and timely manner with the ability to identify trends, detect potential influencers as well as proactively spot warning signs /potential crises.
•    Crisis Management flag any critical issues for customers and Nespresso to Community Manager and appropriate internal teams for immediate guidance and resolution.
•    Respond to comments and conversations, when appropriate, in order to foster positive engagement and add value to the customer member’s experience.
•    Write fresh, engaging content on a daily basis, know the communities on each platform, understand channel-specific nuances and act as the face and voice of the brand through engagement.
•    Ensure customer satisfaction on Social Media platforms through quality of engagement and escalate situations where appropriate, to internal teams and stakeholders.
•    Knowledge and understanding of Customer Service Procedures and internal Protocols and Policies; create and develop new protocols when needed and as advised by Management.
•    Demonstrate brand expertise on products and services as well as a rich understanding of key activations, product launches and Marketing-related activities recognizing the impact these may have on volume.
•    Embrace brand guidelines when required; act as a brand advocate through quality of engagement.

Requirements: 

•    Bachelor’s degree required. 
•    2 or more years of professional work experience managing social media and ratings/reviews for customer care engagement for a brand or within a Customer Contact Center required.  
•    Demonstrated proficiency in both MS Office (Word/Excel/Outlook/PowerPoint) and Social Media platforms (including Facebook, Instagram, X – formerly Twitter, Yelp and Ratings/Reviews) is required. 
•    Must have excellent communication (oral and written), presentation, time management and stakeholder management skills (including the ability to develop and maintain strong, cross-functional relationships). 
•    Must be highly organized, possess strong planning skills and able to work under pressure to meet tight deadlines with minimal supervision. 
•    Must have open availability including weekdays and weekends to manage after hours community management coverage for special events or crisis management scenarios (as needed). 

The approximate pay range for this position is $65,000 to $80,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities, as well as geographic location. 
 
Nestle Offers performance-based incentives and a competitive total rewards package, which includes a 401k with a company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at: About Us | Nestlé Careers (nestlejobs.com)

Requisition ID: 
318663 

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

Nestlé Nespresso USA is an equal opportunity employer and is looking for diversity in qualified candidates for employment. If you require an accommodation in order to view or apply to open position, please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship. 

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