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Social Media Specialist in Lake Zurich, IL at Dovenmuehle

Date Posted: 11/2/2018

Job Snapshot

Job Description


General Description: The Social Media Specialist is a new and evolving role that will require independent and creative thinking along with ongoing guidance of management. This role is multifaceted, with the primary responsibility of monitoring social media to identify references to Dovenmuehle Mortgage Inc.'s (DMI’s) brand and/or that of our Private Label clients’ mortgage servicer. It also includes monitoring social media platforms used for current/former employee feedback. Identifying and mitigating social media situations is a key responsibility of the Social Media Specialist, which will require communication to management for content/situation review and resolution. Mitigation will primarily come in the form of written communication on the various social media platforms in response to, and as acknowledgement of, borrower/employee input. Creating a positive brand image is key. Acting as a representative on behalf of DMI and its clients will require professionalism at all tim

Responsibilities include, but are not limited to, the following:

  • 1.Use social media monitoring software to research references to Dovenmuehle and our privately branded clients. Social media platforms include, but are not limited to, Glassdoor, Google, Facebook, Yelp, etc.
  • 2. Work independently and partner with management in the ongoing development of this role.
  • 3.Create reports and graphics to capture social media references, detailing the various scenarios.
  • 4.Report external findings to management.
  • 5.Work with management to create template responses (when applicable) to various borrower scenarios, and identify when free-form responses are appropriate.
  • 6.Respond to social media references on behalf of Dovenmuehle Mortgage, Inc. to create a positive brand image.
  • 7.Maintain a professional, consistent, and clear communication style for the online audience.
  • 8.Report escalations, as necessary, to management and the appropriate department head(s) for further research and resolution. Monitor progress through completion.

Job Requirements

Job requirements:

  • 1.Education - Bachelor’s degree preferred but not required with relevant work experience/life skills.
  • 2.Excellent communication skills, both written and verbal.
  • 3.Independent thinker with strong decision-making skills.
  • 4.Ability to provide creative input to management in the development of this role.
  • 5.Solid organizational, analytical, and follow-up skills, including attention to detail and multi-tasking.
  • 6.Ability to identify a potential negative/crisis situation and apply conflict resolution principles to mitigate issues.
  • 7.Demonstrate winning customer service techniques such as empathy, patience, advocacy, and contact resolution.
  • 8.Maintain professionalism at all times when communicating both internally and externally, as a representative of Dovenmuehle and its 300+ clients.
  • 9.Experience with and/or using various social media platforms (i.e., Glassdoor, Google, Facebook, Yelp).
  • 10.Experience with MS Excel. MS Word, PowerPoint, & MS Outlook at an intermediate level.