Job Overview:

The Social Media Customer Experience (CX) Senior Moderation Specialist is responsible for providing effective customer service across Social Media platforms (i.e. Facebook, Twitter, Instagram) by utilizing their exceptional writing and research skills and in-depth knowledge of the Nissan and INFINITI brands.

A day in the life:

• Respond to a high-volume of customer messages on Facebook, Twitter, Instagram, YouTube and TikTok with the appropriate care and awareness of relevant Corporate policies and messaging requirements.
• Assume a leadership role within the team to assist Management in maintaining strong KPIs.
• Meet or exceed Quality, Response Time and Volume KPIs as established at the Senior level.
• Assist with the on-boarding and training of new employees.
• Maintain all duties from Moderator (Specialist) role including:
• Master and effectively utilizing Sprinklr, serve as SME on team, maintain knowledge and usage of Salesforce, making quick and educated decisions to rectify complaints and conflict, and escalating urgent concerns to Team Lead.
• Assist Social Media Reporting Analyst/Planner and Manager of Social CX to compile Voice of Customer trends to be included in time sensitive and potential ad-hoc report requests.
• Create, research, implement and track one (1) process improvement or operational enhancement after the following have been completed:
• Obtained Management Approval of proposed project.
• Maintained/exceeded KPI Performance thresholds for at least nine (9) months of employment.
• KPI’s include: Engagement Ratio, Volume Distribution, Quality and Response Time.
• Completed assigned training (including Nissan Way, Excel, etc.). See below.
• Presented proposed project to someone outside of the SMCX department for their input.
• Maintain ownership of 2-3 special projects ranging from Social Selling to RE-engagement to on-going reporting to representation at cross functional meetings to assisting with Executive-level presentations.  
• Stay knowledgeable on latest industry trends, tools and best practices.
• Mentor other Moderation Specialists within Department to assist in their professional development.

Skills/Qualifications:

• Excellent writing, editing, presentation, and verbal communication skills.
• Must maintain all on-the-job skills obtained within the department including:
• Proficiency in MS Applications such as Excel, Word and PowerPoint.
• Salesforce.com service cloud.
• Highly knowledgeable in all of the Sprinklr features and functionalities.

Minimum Requirements:

• BA / BS in Business Administration, Marketing or Communications.
• 1-2 years of various experience in Marketing, Sales, Digital, Social, Customer Relationship Management (CRM) or equivalent.
• Must have completed at least nine (9) months of proven Social Media moderation experience within the NNA’s SMCX Department and been in “Good Standing” at all times.
• Provide at least one (1) process improvement recommendation and complete a formal project plan/presentation (per above specifications).
• Project/Enhancement Interview Process.  Must complete a formal interview and have a presentation available to share with the following Management members:
  • Department Manager
  • Department Sr. Manager and Director
  • Cross-functional team member (Marketing, PR, CRC, etc.)
• Complete the following training:
  • Complete Onboarding: Nissan Way, Nissan Customer Way, Get Control of Email
  • Microsoft Excel: Learning Excel 2016 (LinkedIn Learning course)
  • Communicating with Confidence
  • Goal Setting

Note: These are training courses available in Virtual Academy and/or the Kelly Learning Center

• Must have maintained Target values for all Key Performance Indicators (KPIs) for the 12 weeks prior to submitting project.

Nissan is committed to a drug-free workplace. All employment is contingent upon the successful completion of drug and background screenings in accordance with Nissan policies and in compliance with federal, state, and local laws, including the California Fair Chance Act and the Los Angeles County Fair Chance Ordinance. Nissan will consider qualified candidates with arrest or conviction records for employment in a manner consistent with these laws.

It is Nissan’s policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E-Verify to validate employment eligibility.

NISSAN FOR EVERYONE

People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team.  When everyone belongs, the power of NISSAN is undeniable.  Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base.

Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard.  We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees – with shared characteristics or interests – build allies, and foster a company culture where all employees feel supported and included.

Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed, market-driven products.

Join us as we carry our commitment to diversity and inclusion into the future.