Social Media Team Manager
at Atlantic Broadband

Date Posted: 11/7/2019

Job Description

Job Summary

 

The Online Channel Team Manager will oversee the Online Channel Customer Care Team to identify and resolve customer inquiries via ABB’s social media channels. This role will work cross-functionally in the organization to quickly and efficiently obtain and deliver information to the customer to drive overall customer satisfaction.

Essential Responsibilities

  • Engaging with customers through the use of social media.
  • Keeping up to date with advances in social media technology and the latest in social media platforms.
  • Maximizing followers social media platforms such as Facebook, Twitter, Google and and Pinterest.
  • Ensuring that approaches to social media are relevant and appropriate for each medium.
  • Monitoring social media for customer comments both positive and negative.
  • Working with the marketing team to look at ways social media can work within wider campaigns.
  • Developing a content calendar across all platforms ensuring a constant supply of relevant content.
  • Reporting on social media mentions of the brand internally providing useful feedback to product and marketing teams.

On Line Channel Team Manager – Page 2

  • Provide support to our customers in the use of broadband communication equipment (home networking routers, Enhanced Wi Fi products, TiVo operating platform including TiVo Minis, on demand and over the top applications, data modems, and MTAs, and assure adequate connectivity to the network (voice and data).
  • Provide advanced support for TiVo connectivity issues. This includes troubleshooting TVE entitlements, proper firmware & configurations of devices, along with MoCA support within the home network.
  • Help to manage the Company’s social presence during weather alerts, emergency announcements and crisis situations. Post/manage/engage daily on Facebook, Twitter, Instagram, YouTube, and other primary social media platforms.
  • Create and maintain scripting warehouse
  • Monitoring of team for training, coaching and development purposes
  • Work with our sprout team to ensure we are using all available tools and resources
  • Ongoing QC and training to ensure team is providing excellent support to our customers in the use of broadband communication equipment (home networking routers, Enhanced Wi Fi products, TiVo operating platform including TiVo Minis, on demand and over the top applications, data modems, and MTAs, and assure adequate connectivity to the network (voice and data).
  • Provide advanced support for TiVo connectivity issues. This includes troubleshooting TVE entitlements, proper firmware & configurations of devices, along with MoCA support within the home network.
  • Help to manage the Company’s social presence during weather alerts, emergency announcements and crisis situations. Post/manage/engage daily on Facebook, Twitter, Instagram, YouTube, and other primary social media platforms.

Job Requirements

Skills – Experience and Requirements

  • 3 – 6 years’ experience in social media marketing and/or PR
  • Experience of developing strategies across social media and digital marketing areas
  • Experience in outreach, sales, grassroots, social media, digital PR, buzz building and building sustainable communities.
  • You have to be a social media power user and have a proven background building a quality online following for a business.
  • Experience using social media analytics tools and the ability to tweak marketing strategies based on findings.
  • Creative skills for contributing new and innovative ideas
  • Ability to create cutting-edge social media and digital marketing content.
  • Writing, blogging and proofreading ability
  • Experience with social advertising platforms such as LinkedIn, Facebook, Twitter & YouTube
  • Experience of managing website content
  • Able to travel if needed (up to 10%)

On Line Team Manager – Page 3

 

Education and/or Experience

Bachelor’s Degree in communications, journalism, marketing or related field preferred

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to walk. The employee is occasionally required to stand. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Job Snapshot

About Us

Atlantic Broadband is a vibrant company providing the very best TV, Internet and Phone services to select US markets. We’re dedicated to giving our customers responsive local service and access to excellent entertainment delivered on crazy-fast Internet speeds.

Do you have what it takes to be a member of our team?

  • Do you thrive in a fast-paced, collaborative environment?
  • Are you a creative self-starter?
  • Would you describe yourself as passionate about customer service and knowledgeable about our services?
  • Do you want to work hard, achieve success, and have fun?

Join the Atlantic Broadband Talent Network today and stay up to-date on our openings as they continue to become available!

Our Excellent Benefits Package Includes:

  • Medical coverage (including prescription and vision plans)
  • Dental coverage
  • Life Insurance (1x salary at no cost to employee)
  • Long and short-term disability insurance (no cost to employee)
  • Voluntary employee, spousal and child life insurance
  • Company recognized Holidays with additional Floating Holidays
  • Paid time off programs
  • 401(k) plan eligibility (company match 50% up to 5% of eligible contributions)
  • Participation in our Employee Bonus Plan
  • Participation in the Cogeco Stock Purchase Plan
  • Complimentary and discounted broadband services if residing within our service area
  • Tuition Reimbursement

What is a Talent Network?

Talent Networks enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

Why Join?

  • Receive alerts with new job opportunities that match your interests
  • Share job opportunities through Social Media or email

Are you looking for a new job? Check out these current opportunities: