Percepta is currently seeking an experienced Community Moderator for our Dearborn location .
The Community Moderator monitors and interacts with participants through text. Ensures communication is in accordance with SYNC directives.
Duties and Responsibilities
*Manages the day-to-day operational activities surrounding the reporting & administration of the online community.
*Monitors and evaluates what content is posted for public viewing.
*Makes decisions on what postings should be kept or removed; controls the perception of the In Vehicle Technology and Ford Motor Company.
*Makes recommendations to various areas including: Ford Management, Product Development, IT, Engineering and Marketing used to improve the product and the forum.
*Monitors online forums for inappropriate behavior.
*Forum interface as moderator.
*Provide feedback on emerging issues in a timely fashion
*Responds, investigates and escalates claims of inappropriate behavior and on vehicle concerns.
*Prepares appropriate responses to forum participants when required.
*Analyzes data collected on the forum and Offers suggestions and strategies to keep the online community engaged.
*Review, escalate, and make recommendations on the Owner to Owner submission guidelines when necessary. Look to make guidelines consistent with other Ford-moderated sites.
*Perform daily moderator duties (i.e. approve, deny, edit, move, forward posts & threads by reviewing against the submission guidelines and review report violations as tagged by the community)
*Create Top thread and trend reports regarding the online community; Analyze social media trends and and make recommendations based on the results. Monitor, and track the larger brand conversation and communicate analysis and recommendations to various internal customers.
*Train backup Owner to Owner moderators from the SYNC Hotline and advise on any forum administration updates (create and update relevant work instructions)
*Generates reports regarding the online community and customer reviews; analyzes results, makes recommendations and leads change based on the results.
*Act as a subject matter expert on various aspects of social media and the In Vehicle Technology.
*Stay current on the constantly changing world of social media and the In Vehicle Technology products that are being introduced.
What You Need to Have
*Diploma or a degree in Communications, Publishing or Marketing, or equivalent experience.
*Experience and familiarity with online community activity - preferably in a web administrator capacity.
*Excellent computer skills including working with web applications.
*Exceptional interpersonal skills.
*Strong language skills in English.
*Adaptable writing skills to suit the needs of various end-users.
*Excels at prioritizing, multi-tasking and meeting deadlines in a fast-paced environment
*Solid word processing skills.
*Ablility to demonstrate tact, good judgement and decision making.
*Builds positive relationships.
*Customer focused - demonstrates a genuine desire to help or serve internal or external customers, to anticipate and meet their ongoing needs.
What We Offer
Percepta offers a lively, inviting environment with managers that truly care and lead according to our core values. In fact all of our leaders and employees work to promote the value: Treat people with dignity and respect. We also strive to continually innovate and improve therefore feedback is highly valued at Percepta. Employee opinions and ideas for change are collected through surveys, focus groups, team meetings, etc and this info is used to improve and change the company.
Percepta offers a competitive salary and benefits package that includes:
- Health benefits for full time employees including Medical & Dental coverage.
- Paid time off.
- Great discounts on new vehicle purchases.
- Discounts with local businesses and for entertainment venues.
- Outstanding employee recognition programs and events.
Does Percepta sound like the place for you? Click on the Apply Now link below to tell us more about yourself…
Percepta is a full-service, customer loyalty company. We work with our clients to help them establish and maintain strong, enduring...