Social Media Resolution Specialist - job 2 of 2

The Social Media Resolution Specialist at PosiGen is responsible for monitoring various social media platforms, tracking Google Reviews, engaging in online conversations, analyzing sentiment, and generating reports. This role ensures that customer issues are addressed promptly and that opportunities for positive engagement are identified.

Candidates for the Social Media Resolution Specialist role at PosiGen should possess a high school diploma, with some college courses in marketing, communications, or a related field preferred. Experience in social media monitoring or online reputation management is also beneficial, along with strong communication and analytical skills.

While having solar industry experience is a plus, it is not mandatory to apply for the Social Media Resolution Specialist position. PosiGen values diverse backgrounds and encourages candidates from various industries to apply, as long as they meet the other qualifications.

PosiGen is committed to the growth of its employees, including Social Media Resolution Specialists. We offer various training and development opportunities, enabling team members to enhance their skills in social media management, customer engagement, and analytics.

A Social Media Resolution Specialist at PosiGen will use a range of tools, including social media monitoring platforms, Google Suite for reporting, and communication tools to engage with customers. Familiarity with analytics platforms will also be beneficial in analyzing trends and feedback.

It's important to share specific tools you have used, such as Hootsuite or Google Alerts, and describe how you leveraged these tools to analyze customer sentiment or identify trends. Include examples of insights you gained and how you used them to improve online reputation.

An effective answer would include a demonstration of empathy and the steps you would take to resolve the issue. Discuss the importance of timely responses, escalating critical issues to the appropriate department, and how a proactive approach can turn a negative experience into a positive one.

Discuss the structured approach you take, including keyword analysis, trending topics, and the use of sentiment analysis tools. You could also mention how you track and measure changes in sentiment over time to identify areas for improvement.

Prioritization is key in this role. Highlight how you would assess the impact of the feedback, the urgency of response, and whether the issue can negatively affect the brand's reputation, ensuring that serious complaints are handled promptly.

Share techniques you use, such as being responsive, asking open-ended questions, sharing valuable content, and recognizing loyal customers. Emphasize the goal of building relationships through positive interactions and how this contributes to brand loyalty.

Use this question to illustrate your problem-solving skills. Describe a specific incident, the steps you took to address the issue, and the resulting positive feedback from the customer, emphasizing how it benefited the organization’s reputation.

Detail your experience managing and responding to reviews on platforms like Google Reviews. Explain the importance of monitoring these reviews for customer sentiment and how you would ensure the company’s online presence is positive.

Show your commitment to professional growth by mentioning specific blogs, webinars, or courses you follow. Discuss how staying informed aids you in effectively managing the company’s presence in a rapidly changing digital landscape.

Elaborate on the key metrics you would track, such as engagement rates and sentiment scores, and the tools you would use to generate these reports. Mention how you would present your findings clearly and actionably to management.

Address the importance of being proactive and transparent in communications. Discuss how consistency in messaging across platforms, timely responses, and understanding customer sentiment are vital in protecting and enhancing a brand's reputation.