Social Media Agent

At LiveWorld, our social media agents provide social customer service, engagement for marketing purposes, adverse events management, and/or protection of brand image. A LiveWorld agent provides a great experience for a brand’s customers in their online venues. This position is an hourly, part-time, work-at-home position. Flexibility is needed to occasionally work evenings, nights, weekends, and/or holidays.

Primary responsibilities for the various agent positions may include, but are not limited to:

• Review and take appropriate action on social media posts according to brand guidelines, to include rejecting or approving content, tracking, and escalating.
• Triage and respond to customers’ questions selecting and personalizing previously prepared responses or in a social context.
• Actively engaging with online users, stimulating, guiding, and participating in conversations. Authoring responses on the fly.
• Research customer service answers, in some cases client CRM systems.
• Identify and escalate trends, topics, sentiment, and emerging issues

Required skills and traits

• Ability to connect with people, and communicate in courteous, conversational style, while making decisions according to guidelines
• Ability to compose well-written messages, with use of good grammar and appropriate punctuation.
• Strong keyboard skills
• Ability to navigate between multiple systems or applications simultaneously
• Demonstrated personal or professional success engaging in a social channel

Recommended education and experience

• Minimum 18 years of age required 2-3 years’ experience in online moderation and engagement and/or online customer service desirable
• Some experience in a call center environment helpful.
• Work-at-home experience helpful.
• Social media moderation and engagement experience preferred but not required
• Healthcare background desirable but not required
• Experience with social media tools such as those from LiveWorld, Salesforce, Sprinklr, Khoros, or similar tools desirable
• College Degree or equivalent experience preferred

Environment and Technical Requirements

• Dependable, high-speed Internet access
• Dependable telephone access (landline preferred for training)
• Ability to work in a quiet and secure home office atmosphere
• Work must be performed on a desktop or laptop computer. Use of a tablet or mobile phone is not feasible for this position.

Language Fluency Requirements

• All applicants must be fluent in English.
• Some positions involve fluency in reading and writing in other languages
• Language fluency testing and writing samples are a requirement for all hourly positions. English for all positions and specific languages for some positions
• LiveWorld defines fluency as complete competency in reading, writing, and speaking at a native or near-native level.

We are currently recruiting US Residents with fluency in the following languages:

• English
• Danish
• Dutch
• Flemish
• French
• German
• Hebrew
• Italian
• Norwegian
• Portuguese
• Spanish
• Swedish

Join our LiveWorld team and enjoy:

• Work at home
• Flexible scheduling
• Dynamic environment in fast paced social industry
• Opportunity to learn new skills and further develop existing skills
• Opportunity to learn within healthcare and non-healthcare industries