- Supports daily inquiries and complaints (and general engagement when in scope) of assignment brands via social channels: Facebook, Instagram, X, etc.
- Monitor and moderates incoming/outgoing social activity and engagement for multiple brands on owned channels.
- Address complaints, answer questions, provide guidance, respond to online reviews, and provide consumer good will gestures across all Consumer Engagement support channels.
- Listen, monitor, respond, and engage with consumers within an established timeframe set leadership.
- Voice of consumers and identify any trends that may pose a risk to the company and or brand and escalate per department policy.
- Ensures consumer satisfaction and prevent possible damage to the company or brands reputation.
- Ensures all social media engagements adhere to the regulatory, risk management, and legal obligations of operating in the alcoholic beverage industry.
- Handles escalations and incidents appropriately with the necessary sense of urgency that is unique to the social space and a platform where we are engaging one to many.
- Works with leadership and cross functional marketing teams to ensure we are representing the brand specific tone and voice.
- Participates in job related events and frequent training to maintain a high level of product and corporate knowledge regarding consumer issues, our products, corporate and community programs, tasting room activities, public relations events; stays current on leading industry issues that affect consumers (nutrition, ingredients labeling, advertising requirements etc.). Stay informed on consumer care and social media trends, innovations, and changes.
- Advocate for the company and brands.
- Stays abreast of platform updates, tools, and new products and services.
- Maintains satisfactory attendance, to include timeliness.
- Responsible for understanding and complying with applicable quality, environmental and safety regulatory considerations.
- Bachelor's degree plus 1 years of administrative call center, account management or retail sales, marketing, or customer service experience reflecting increasing levels of responsibility; Associate's degree plus 2 years of administrative call center, account management or retail sales, marketing, or customer service experience reflecting increasing levels of responsibility; High school diploma or State-issued equivalency certificate plus 4 years of administrative call center, account management or retail sales, marketing, or customer service experience reflecting increasing levels of responsibility.
- Ability to work weekends and holidays as necessary to support the consumer.
- Must possesses excellent communication and interpersonal skills.
- Ability to work independently in a fast-paced environment.
- Required to possess knowledge and experience in using social media platforms, such as Facebook, Instagram, and X.
- Ability to navigate through multiple systems and channels (Salesforce, Wine Shipping, etc.) Experience independently responding to consumer inquiries and resolving issues. Accuracy, attention to detail, and strong writing skills.
- Ability to comprehend and accurately interpret the meaning behind brief messages.
- Strong proficiency in concise communication.
- Skilled in reading, comprehending, interpreting, and executing instructions, short correspondence, and memos.
- Flexible, willing, and able to work evenings, weekends, and some holidays when business needs demand.
- Skilled in the use of Microsoft Excel and PowerPoint.
- Skilled in the use of Microsoft Outlook level; experience using the Internet to conduct research.
- Required to travel to company offices, sites, and/or meeting locations for onboarding, training, meetings, and events for development, department needs, and business delivery up to 5% of the time, with or without reasonable accommodation. This may be in addition to travel requirements, if applicable, as listed in this job description.
- Required to be 18 years or older. This may be in addition to other age requirements, if applicable, as listed in this job description.
- Bachelor's degree plus 3 years of administrative call center, account management or retail sales, marketing, or customer service experience reflecting increasing levels of responsibility; Associate's degree plus 5 years of administrative call center, account management or retail sales, marketing, or customer service experience reflecting increasing levels of responsibility; High school diploma or State-issued equivalency certificate plus 6 years of administrative call center, account management or retail sales, marketing, or customer service experience reflecting increasing levels of responsibility.
- Experience executing business applications of social media monitoring and responding to social media on behalf of a company, its products and brands.
- Wine industry experience.
- Skilled in the use of automated customer response systems (e.g. Astute, Wilke-Thornton).
- Experience maintaining a high degree of flexibility in conducting various assignments.
- Experience quickly and seamlessly adapting to change.
- Skilled in reading and interpreting a variety of information furnished in written, oral, diagram or schedule form.
- Experience communicating detailed product and company information to consumers, c...
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Consumer Services Representative - Modesto, United States - Napa Valley Wine Academy
Description
Consumer Services Representative - Social MediaGallo Privacy Policy
Why Gallo?
With a global portfolio of over 100 unique wine and spirits brands, we are the largest family-owned winery in the world.
Summary:
Acts as a liaison between the organization and our brands.
Be the voice, tone, and moderator of the brand through community support via digital channels (i.e., Facebook, Instagram, X, Pinterest) to build brand presence and trust online.
Provide necessary consumer support via all other consumer engagement channels supported by Consumer Engagement, such as phone, email, and chat.
Essential Functions:
Minimum Qualification:
Preferred Qualifications:
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