Social Media Customer Experience Specialist

2 weeks ago


Barrie, Canada Wolf Steel Ltd. Full time

Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a best-in-class experience for all customers’ home comfort needs. While we are proudly Canadian, Napoleon is also fortunate to operate on a world-side scale.

The warmth and experience that a Napoleon product brings to the homes of our customers transcends borders, language, and cultures to enhance everyday living across the globe. Throughout North America, Europe, South America and Asia, Napoleon creates memorable moments through our stunning designs and innovative technologies.

**Location**: 214 Bayview Drive, Barrie (fully remote)

**Reports To**: Senior Manager, Customer Solutions

**Key Responsibilities**:

- Answers social media inquiries from customers regarding product information, troubleshooting and service experience. Responds and adds value to product reviews. Works closely with Marketing to create engaging responses for the company's social media presence.
- Co-ordinates applicable orders and return authorizations as required. Follow up to ensure correct parts and credits are shipped and received.
- Processes and tracks flow of social media contact follow ups, ensuring that processing time falls within acceptable parameters. Track and report potential quality issues via designated database.
- Work with other departments (Marketing, Sales, Quality Assurance, etc.) as required to increase effectiveness of departmental processes.
- Produces reports on social medial channels as requested. Gather data from business analyst and create visual aids to track growth.
- Report necessary revisions to replacement parts manuals, maintain support documents as required, report issues with product websites.

**Education & Experience**:

- High School diploma, preferred College/BA
- Minimum 3-5 years’ experience providing customer service, warranty and technical support in a manufacturing environment; experience in contact centre environment required.
- Experience with management of customer engagement on all social media platforms, including but not limited to: Facebook, Twitter, Amazon, BazaarVoice, Instagram, Youtube, Google and other similar platforms
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), Visual, Website Interfaces, Customer Service Software

**Specialized Skills**:

- Technical aptitude
- Bilingual (English/French) preferred

**IGNITE YOUR CAREER, **Some of our competitive benefits include:

- Competitive Compensation / Wages
- Medical, dental, and vision insurance
- Retirement Savings Plan (RRSP/DPSP)
- Tuition reimbursement
- Life insurance and disability coverage
- Associate Purchase Programs, Product Discounts, In-house Sales
- Appreciation Events, Raffles, Draws, Fundraising, BBQ’s, Competitions
- Napoleon Cares - Associates helping Associates
- Employee Assistance Plan
- Napoleon Recognition Program
- GOevisits, virtual doctor visits
- And more

The Napoleon Group of Companies is committed to fair and accessible employment practices that attract and retain Associates with disabilities. This includes providing accessibility across all stages of the employment cycle. Accommodation is available upon request.

**Behaviors**: Required
- Team Player: Works well as a member of a group
- Enthusiastic: Shows intense and eager enjoyment and interest

**Motivations**: Required
- Goal Completion: Inspired to perform well by the completion of tasks
- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization



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