Redbox Social Media Engagement Associate in Oakbrook, Illinois

Social Media Engagement Associate

Position Overview

As a Social Media Engagement Associate, you’ll play a major role in elevating the Redbox brand on social media as the voice of our products, including new release movies, video games and our new streaming service, Redbox On Demand. You’ll monitor and respond in real-time to customer service issues and opportunities for engagement with movie and game fans. The newly established Social Media Engagement Team reports into the Director of Marketing Communications, working closely with our Customer Service team to ensure each customer’s experience is a positive one. The role of the Team is to maintain and enhance Redbox’s online reputation and identify and monitor for trends and insights.

Key Responsibilities

  • Partner with Customer Service team to handle service inquiries from multiple social channels including but not limited to Facebook, Twitter, Instagram, Reddit and blogs, as well as escalated customer care issues

  • Identify real-time social response needs and trends through listening and act on those opportunities appropriately

  • Proactively talk to Redbox customers, movie and game lovers and influencers in the social space

  • Work in partnership with both Customer Service and Marketing teams to script well-crafted responses that are in tune with the voice of the brand

  • Partner with internal stakeholders and brand resources to resolve customer needs and activate positive brand connections

  • Provide internal stakeholders and teams with key insights and trends both in real-time and through weekly / monthly reporting

Education & Experience

  • High school diploma or equivalent is required

  • 2+ year experience in social media customer service, retail or hospitality environment required

  • Experience promoting benefits and features of products and/or services required

  • Prior experience working with marketing departments is preferred

  • Experience engaging digitally in a clever, conversational and fun manner

  • Entertainment industry experience a plus

Knowledge, Skills & Abilities

  • Ability to defuse escalated customer situations through high level problem solving, step by step diagnosis, and resolution of customer issues

  • Highly collaborative nature, eager and willing to partner to ensure efficiency and best customer support

  • Working knowledge and understanding of social media platforms (Facebook, Twitter, Instagram, Snapchat, Reddit, etc.)

  • Working knowledge of social listening tools, such as Sprinklr, preferred

  • Ability to write in a conversational and witty, yet natural voice

  • Proactive nature and eagerness to take initiative

  • Interest in movies and/or video gaming is preferred

  • Basic computer literacy, including proficiency in web browsers (tabs, navigation, Chrome, Explorer) and MS Office products (Windows, Outlook, Excel filters and tabs)

  • Ability to adapt to rapidly shifting priorities in a fast-paced environment and respond quickly to changing business needs

Physical Requirements

Sedentary work involves remaining in a stationary position most of the time in front of a computer, using a keyboard, mouse and telephone. Regularly operate a computer and other office equipment. Occasionally move about the work site to access file cabinets, office equipment, etc. Exert up to 10 lbs. of force occasionally, and/or a negligible amount of force frequently or regularly move objects. Communicate and exchange information with co-workers and other individuals in person and electronically.

This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.

Redbox® is always on the lookout for innovative thinkers. If you like solving problems in new ways, if you’re passionate about ideas that become businesses and you want to be part of a team that values you for everything you are, check us out. You’ll find a diverse, dynamic and welcoming work environment full of exciting challenges and endless opportunity.

If you need an accommodation to complete our application process, please contact us at Equal Opportunity/Affirmative Action Employer Minorities/Females/Protected Veterans/Persons with DisabilitiesApplicants and employees are protected from discrimination under Federal law. For more information please see EEO is the Law.