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Social Media Agent at Live World

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 Live World 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