Social Media Specialist, Customer Experience

Summary/Objective The Customer Service Social Media Specialist is responsible for servicing and engaging with our fans in a way that increases visibility and promotes the Alex and Ani brand.

• Shift Monday/Wednesday/Thursday/Friday 10:30 AM to 7:00 PM, Saturday 9:00 AM to 2:00 PM, Alternating Sundays

Essential Duties and Responsibilities • Provide Customer Service to fans reaching out through social media, resolve issues, provide information and ensure client satisfaction • Outreaches and engages target audiences through various social platforms to create online conversations and communities about the ALEX AND ANI brands and services • Ensure messaging is consistent with the overall social media communication and company mission statement • Follow social media guidelines, keeping in mind our charitable and licensed partners • Provide thoughtful and personalized responses to our fans • Document fan requests and suggestions • Ensures messaging is consistent with the overall social media communication • Ability to work nights, weekends and holidays • Stay on top of digital/social media trends and new technologies • Knowledge and thorough understanding of product and policies • Answering phone calls which may include but are not limited to: o Customer Service calls, transitioning to sales as appropriate. o General inquiries, transitioning to sales as appropriate. o Transferring phone calls to the appropriate party o Taking phone orders and upselling when taking the orders. • Checking in and shipping repairs from retail customers • Making phone calls or sending emails to customers as needed regarding the status of their repairs, orders, or back orders.

Qualifications and Requirements • Marketing/communications, customer service experience strongly desired • Online communication experience, as well as written and verbal • Experience working on native social media channels, as well as Social listening platforms experiences a plus. • Ability to work nights, weekends and holidays as required • Proficient in Microsoft Word, Excel, PowerPoint, and Outlook • Exceptional interpersonal and organizational skills • Exceptional Organizational and time management skills

This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.