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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