Social Media Specialist, Consumer Care

Instant Brands

Instant Brands designs, manufactures and markets a global portfolio of innovative and iconic consumer lifestyle brands: Instant®, Pyrex®, Corelle®, Corningware®, Snapware®, Chicago Cutlery®, ZOID® and Visions.® With people-first and purpose-driven solutions in mind, we’re reimagining how people live, eat, connect, and play inside the home—and in the spaces where people gather. Today, Instant Brands’ products are in millions of homes worldwide.

We’re looking for candidates who are smart, curious, creative, push the limits of what’s possible and are passionate about our brands. We embrace and respect diverse backgrounds and foster an inclusive culture where everyone is welcome to share their ideas.

Our continuous focus on growth and innovation means you will become part of a global company that offers challenging opportunities, rewards excellence, and combines your individual expertise to achieve a higher level of shared success. We operate within a fast-paced, team-oriented, rewarding work environment that allows our employees to develop and thrive.

We offer competitive compensation and comprehensive benefits within a flexible, creative and progressive work setting. At our U.S. corporate offices,we embrace a hybrid model of Tuesday, Wednesday, Thursday at the office together, and Monday and Friday with the option of in the office or at home. It’s a model that values brainstorming, collaborating, connecting and making things happen in person, while also a model that remains open to an evolving work schedule.

Join Instant Brands and become a part of our story. Everyone matters here.

Position Details

Social Media Specialist, Consumer Care
Northern Illinois
Downers Grove, IL

Position Summary:

The Consumer Care Social Media Specialist’s primary role is to uphold our commitment of a WOW organization and to WOW our consumers end to end throughout their journey, by serving and delighting them in each interaction and across all touchpoints. This is a very dynamic, high volume, high pace role with primary focus of handling and responding to consumer interactions in social media platforms. This person is responsible for providing quality consumer support by accurately and efficiently handling communications and responses regarding our products. These interactions may include but are not limited to general inquiries, complaints, product troubleshooting, escalations, availability, warranty replacements and product specifications. This is a key role for brand building, integrity and protection. It requires outstanding writing skills as well as superb consumer care silks. The person in this role needs to have experience communicating with consumers in written / public channels while handling and resolving consumer feedback and product concerns.

What will you do?

  • Accountable for day-to-day management of multiple brands ratings and review correspondence 
  • Accountable for day-to-day management of multiple brands questions posted via Amazon and other retail websites 
  • Seeks to understand consumer needs and provides best possible resolution ensuring the highest levels of consumer satisfaction 
  • Serves as the consumer’s advocate by engaging the appropriate cross functional contacts to help solve problems. 
  • Builds online connections and facilitate relationships through an effective online presence. 
  • Social reporting and analytics. 
  • Works closely with multifunctional teams, reporting back actionable insights of Ratings & Reviews. 
  • Strong partnership with the social platforms account manager 
  • Properly escalates consumer interactions as needed 
  • Stay current on social media news and trends

If you have some or all of the below, we want to talk to you!

  • Bachelor’s Degree in a related field or equivalent experience 
  • Minimum 3 years of experience with social media platforms, digital space 
  • Proficient with PC applications and systems (Email, Chat, IM, Word, Excel, Power Point) required 
  • Tech Savvy, able to quickly learn new technologies. 
  • Knowledge of call/contact center environment and associated systems is preferred 
  • Strong Leadership, proven decision making, time management, conflict resolution and analytical skills 
  • Ability to develop and maintain effective and productive relationships 
  • Able to work independently and strong 
  • Inspire trust with team members while holding them accountable 
  • Excellent motivational, verbal, written and interpersonal communication skills

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