Job description
Here at Scotts Miracle-Gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Every Associate plays an important role in providing innovative solutions for today’s gardeners and growers and contributing new ideas to improve operations. In our company you need grit, it is what we were founded on over 150 years ago and is what keeps us growing. Regardless of your level in the organization there is a platform for your voice to be heard and the ability to influence change. Family, community and hard working values are weaved into all that we do. Come grow with us, where we develop and nurture the next generation of leaders.
Job Summary
As a Social Media Specialist, you’ll represent ScottsMiracle-Gro and our brands while delivering exceptional service via social media channels. You will assist consumers with questions about products and their usage, product recommendations, troubleshooting and general lawn & garden inquiries. You will focus on resolutions that maintain our brand promises and deliver best-in-class service while also capturing and relaying the consumer experience with the goal of retaining and growing our consumer base, and creating and fostering brand loyalty.
Responsibilities
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Assists consumers with all manner of product and service support via designated social media channels (Facebook, Twitter, Instagram & consumer reviews)
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Uses brand and company guidelines to assess consumer concerns and provide resolutions that drive retention and loyalty, while maintaining and protecting appropriate brand voice and reputation
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Builds and maintains active and engaged social media communities through consistent interaction with consumers and followers (Community Management)
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Reviews, sources and shares content provided by our followers as appropriate (User Generated Content)
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Accurately documents and reports on consumer interactions, and professionally represents the consumer services team with brand partners to drive change through the voice of our consumers
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Responsible for a variety of projects and tasks as deemed necessary for optimal consumer experience. Projects can include writing product and process scripts and interacting with internal partners on specific consumer facing projects
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Supports third party teams with questions and resolutions in line with company and brand expectations
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Reviews technology set-up and functionality, uses troubleshooting skills and escalates any disruptions to correct business partners with appropriate sense of urgency
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Makes recommendations for streamlined processes and configurations in order to provide optimal management of consumer interactions
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Recognizes potentially sensitive situations and follows escalation protocols to limit risk and alert appropriate brand contacts and leadership accordingly
Qualifications
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Bachelor's Degree preferred
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2+ years of experience in a relevant consumer service environment with some experience supporting consumers in social media
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Experience utilizing multiple tools and emerging technology. Prior experience with social media monitoring tools and analytics programs highly preferred
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Flexibility to work weekends and alternate hours as required
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Some travel required
Experience/Skill Sets Required
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Excellent written communication skills a must
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Demonstrated understanding and handling of issues with potential for risk to reputation
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Strong aptitude for new/emerging technologies
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Superior analytical and troubleshooting skills
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Professional presence; ability to communicate effectively via multiple channels
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Excellent time management skills with the ability to multitask and prioritize workload across functions
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Self motivated to meet & exceed individual and department expectations
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Demonstrated success in a frequently changing work environment
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Google Suite experience preferred
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Other duties as assigned
Here at ScottsMiracle-Gro, we believe providing an enriching and engaging employee experience is what sets us apart from other organizations. We recognize our employees are so much more than just their job title so we offer programs and benefits that support them in all aspects of their lives. Wondering how we do it? Below is a glimpse of our highlight reel…
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Our Live Total Health program provides you with options to align to your personal needs. Selections range from medical, dental and vision coverage for you, your spouse/domestic partner and dependents to an outstanding wellness reimbursement program to an unbelievable 401K match (up to 7.5%) as well as a 15% discount on company stock and much more
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We know our talent is our most precious asset and your unique development contributes to our organization’s success now and in the future. Career growth at our company is not always a ladder. It’s much more like a rock climbing adventure. Grow through exploration and experiences rather than a predictable linear path.
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We value the importance of family. We provide access to Maven Family Planning and up to $30,000 to accommodate for adoption, fertility and surrogacy.
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Be part of something bigger by joining one of our Employee Resource Groups focusing on diversity and inclusion, family, education and sustainability: Scotts Women’s Network, Scotts Black Employees’ Network, Scotts Veterans’ Network, Scotts Young Professionals, Scotts Pride Network (GroPride), Scotts Associates for a Greener Earth (SAGE), Scotts Family TREE and our Associate Boards.
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Join a company with a strong belief in giving back to the communities where we live and work. We have a shared passion for service and volunteerism and believe participating in community service benefits our communities and strengthens our team.
Not interested in this role? Stay up to date on future opportunities by joining our
ScottsMiracle-Gro
and
Hawthorne Gardening
talent communities.
Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.
EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity
Notification to Agencies:
Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.
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