Social Media Representative - Customer Service

Title: Social Media Representative (Customer Service)

Location: Bolingbrook IL United States

Full Time

ID: 406679

Job Description:

Discover the possibilities of our progressive, omnichannel approach to beauty retail. At Ulta Beauty, our E-commerce associates sit at the cutting edge of our efforts to reimagine the future of retail. Through a full suite of new and emerging technologies, this team is creating an enhanced buying experience for guests who crave simplicity, choice, personal insights and the joy of discovery. With greater interactivity. Inspired applications of big data, AI and UI/UX. And creative that persuades and delights. All of this, with the opportunity to experience smart ideas come to life.

At Ulta Beauty, we're forever imagining. Forever striving. Forever investing in next-gen-with deep and rich opportunities for ongoing learning, growth and advancement. We encourage you to take control of your career and set your own ceiling. For curious and big-picture thinkers who can flex to the need and who want to stretch themselves through courage and conviction, Ulta Beauty provides an environment perfectly suited to your ambitions. Let's build brilliant together.

The social media representative delivers exceptional service across social platforms, online reviews, and Ulta Beauty Community. The ideal candidate will possess knowledge of the various social media platforms such as, but not limited to: X, Instagram, YouTube, Facebook, LinkedIn, Snapchat, etc. The candidate will be responsible for monitoring and posting responses to guests on social networks, engaging in online reviews, and Community moderation while optimizing our guest's social media experience using brand voice, creating brand loyalty, driving customer satisfaction, and utilizing quality standards.

YOU'LL ACCOMPLISH THESE GOALS BY:

• Respond to and resolve guest inquiries across social media platforms
• Communicate and collaborate effectively among peers and leaders
• Effectively exercise cross-functional collaboration skills and partnerships to resolve guest escalations
• Assist Associate Manager by sharing trends observed on social media along with aligned response methods
• Use Ulta Beauty standards to suggest and align on response verbiage, follow a resource library utilizing a messaging library, identify escalation paths as necessary, 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
• Support moderation for the Ulta Beauty Community platform
• 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)
• Maintain confidentiality of Ulta Beauty response plans and strategies for handling social media conversations and activities.
• 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
• 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

THE ESSENTIALS FOR SUCCESS:

• High School Diploma: Some College preferred
• 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
• Strong verbal and written communication skills with ability to influence at various levels of the organization
• Working knowledge and understanding of Social Media sites and platforms, such as X, Instagram, YouTube, Facebook, LinkedIn, Snapchat, etc.
• Proficient with Microsoft Word, Microsoft Excel, and Microsoft Outlook
• Adaptability to learn a variety of software programs
• Proven ability to work effectively in a team environment, as well as independently, with minimal supervision
• Proven interpersonal and communication skills to develop internal relationships and partnerships with multiple stakeholders
• Exceptional organizational and multi-tasking skills, with the ability to work effectively under pressure and complete tasks quickly in a high energy environment
• Strong sense of ownership with ability to implement change and innovation
• Desire to be part of an entrepreneurial, high-energy, and fun culture
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• REMOTE POSITION
• #LI-REMOTE

The pay range for this position is $15.39 - $19.50 / Hour with the opportunity for eligible associates to earn additional compensation pursuant to the Company's bonus plan. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, shift, geographic location, and business and organizational needs. Full-time positions are eligible for paid time off, health, dental, vision, life and disability benefits. Part-time positions are eligible for dental, vision, life, and disability benefits. 

ABOUT

At Ulta Beauty (NASDAQ: ULTA), the possibilities are beautiful. Ulta Beauty is the largest North American beauty retailer and the premier beauty destination for cosmetics, fragrance, skin care products, hair care products and salon services. We bring possibilities to life through the power of beauty each and every day in our stores and online with more than 25,000 products from approximately 500 well-established and emerging beauty brands across all categories and price points, including Ulta Beauty's own private label. Ulta Beauty also offers a full-service salon in every store featuring-hair, skin, brow, and make-up services.

We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.