The Red Lobster Social Media Community Representative serves as a Brand Ambassador to Red Lobster guests and others who initiate contact with Red Lobster through Social Media. Will oversee the day-to-day engagement and management of Red Lobster’s online Social Media properties from a guest relations perspective. Provide genuine empathy to guests while maintaining a high level of quality and brand consistency in all social media and internal communications. Assess the nature, complexity, and sensitivity of social media guest contacts and determine the appropriate response and handling for each situation, seeing the guest concerns through to resolution. Focus is to build guest loyalty and restore guest trust by uniting guests with Red Lobster on Social Media. You will be part of the Guest Relations Team and serve as an extension of the Social/Digital Marketing Team.
ROLES AND RESPONSIBILITIES:
-Respond to posts on RL’s brand level Facebook and Twitter accounts that require customer care
-Respond to Google, Facebook and Yelp reviews among others
-Assess guest situations, probe for information and determine effective social media response
-Identify and advance guest situations that require internal brand escalation for guest resolution
-Proactively engage internal and field teams as needed for clarity and to investigate issues
-Partner closely with the Social/Digital, PR, Legal, HR, and others on potential issues and opportunities
-Ensure reasonable response time especially for sensitive cases and ability to prioritize time accordingly
-Compose written social media responses to guests that support company policy and principles in a positive manner
-Represent the Red Lobster brand in consistent tone of voice and clarify Red Lobster’s philosophy on a variety of topics
-Ensure accurate completion of all administrative responsibilities and consistency of documentation in guest response database
-Provide insight to improve the guest experience by monitoring and evaluating contact trends
REQUIRED TECHNICAL SKILLS:
-Two years of demonstrated Social Media experience including working knowledge of various social media platforms in similar role or function.
-Proven self-starter who knows when to take the required initiative to enhance productivity.
-Proven ability to work independently, as well as in a team environment.
-Two years’ experience with consumer contact with the public, ideally including conflict resolution, problem solving and/or decision making skills
-Strong partnering, networking and comprehension skills along with oral and written communication
-Superior written communications with ability to creatively respond to guest concerns and questions
-Excellent personalization, grammar and spelling skills
-Exceptional verbal communications skills with the ability to gain confidence and reestablish trust over multiple levels of the organization
-Computer skills (Outlook, Windows, MS Word, Excel).
-A Bachelor’s Degree or the equivalent is required
OTHER KEY QUALIFICATIONS:
-Professional demeanor with conflict resolution and problem-solving skills
-Expert organizational skills with ability to prioritize and handle multiple tasks
-Ability to interact effectively with all levels of the organization and diverse people and understand different perspectives
-Willingness and ability to learn guest response system
-Availability to work evenings and weekends
-Availability to work at office as well as at home in a dedicated work space and quiet environment
-Flexibility to work overtime to accommodate work volume
-Position Requires 1 Weekend day & 4 Weekdays each week (8 hours); start time 12:00 to 1:00 pm – 10:00 pm (8 hours plus breaks)
PREFERRED SKILLS AND EXPERIENCE:
-Additional software experience and ability to quickly learn new software tools
-Master’s or advanced degree preferred
-Two years restaurant experience, preferably in a full-service, casual dining restaurant, or demonstrated extensive knowledge of full-service restaurant operations gained via a support role