HIRING! Coordinator, Social: Toys R Us NJ

The Executive Customer Service Social Media Coordinator supports the ECS Manager and CS team Support by monitoring and responding to escalated customer inquiries through various Social Media outlets. Communicate real time issues to help avoid further customer pain points and improve overall customer experience. Analyze trends to report drivers and outages. Participate in ad hoc projects as specified by management team.

• Monitor, respond and resolve escalated customer issues/inquiries coming through various social media channels – including, but not limited to, Facebook TRU/BRU wall posts, private messages and marketing posts, Twitter – to full resolution within established SLAs
• Identify social trends, issues, and concerns and work cross functionally with internal and external partners, including Public Relations, Merchandising, and Store Operations to ensure all guest issues are properly addressed; follow up with root cause analysis
• Produce and maintain process flows and other documents for third-party vendor social media support on an as needed basis via social CRM tool (Sprinklr)
• Weekly reporting and metrics analysis
• Ad-hoc projects as specified by management team

• BA/BS degree or equivalent experience
• Knowledge of Retail Operations
• Experience in managing and responding to Customer posts via social mediums
• Experience with database analysis and data mining preferred
• Highly analytical and detail oriented
• Proven ability to develop new ideas and creative solutions
• Proven ability to work successfully in an ambiguous environment
• Proven ability to meet tight deadlines and prioritize workload
• A work ethic based on a strong desire to exceed expectations
• Ability to work in cross-functional teams
• Ability to analyze data, identify issues and make recommendations
• Good verbal and written communication skills
• Strong initiative, multi-tasking skills and the ability to work independently with little supervision
• Must have strong computer skills in MS Excel, PowerPoint, Outlook and Word

Application details: https://toysrus.taleo.net/careersection/1/jobdetail.ftl?job=70700

WPU grads contact:

Michelle Sparano, University Recruiting Lead

One Geoffrey Way

Wayne, NJ 07470  Michelle.Sparano@toysrus.com