Content Moderator

Pay Rate: $ 25/hr. On W2

Start/End Dates: 5/27/2024 - 11/26/2024...

Tax Work Location: 6625 Excellence Way, Plano, TX, USA

Duration: 06 Months

Reviews Content Moderator

Job Description:

Top skills:

• Ability to learn about, and understand with in-depth knowledge about specific products in multiple categories.

• Ability to respond to both satisfied and dissatisfied customers in a professional and accurate way regardless of audience.

Schedule: Hybrid 4 days in office 1 day remote

Position Summary:

This role will report directly to the Senior Manager, Digital Media. The Reviews Content Moderator is responsible for viewing and responding to reviews and ratings content on ----.com as well as partner sites; to ensure the best customer experience and become --- voice. Moderators are integral in helping provide a wow customer experience to all---- customers.

Role and Responsibilities:

Assist in reviewing/responding of all incoming reviews for mobile (mobile, tablet, watches) for ---------.com and partner sites. Follow standard operating procedures on responding, managing, and reporting on all incoming reviews.

? Become a product expert on all products in ---- exciting mobile category

? Provide direct responses to end-user consumer feedback using internal platform, or directly on partner?s portal

? Become and remain knowledgeable about --- response policies

? Improve end-user customer experience of products

? Where appropriate, escalate reviews that are outside of company polices

? Participate in regular meetings to discuss process improvements and updated guidelines

Background/Experience Required:

? Minimum 2+ years content moderations

? Bachelor?s degree in related field or equivalent experience

? Excellent written and verbal communication skills

? Self-starter and focused work ethic

? Strong emotional intelligence and resilience

? MS Office: Internet Explorer, Excel, Word and PowerPoint

? Attention to detail

Necessary Skills & Attributes:

Demonstrated ability to interact in a team setting. The ability to write, read, interpret, and act based on a thorough understanding of policies, guidelines and SOP. Ability to respond to both satisfied and dissatisfied customers in a professional and accurate way regardless of audience. Ability to take directions and carryout tasks without constant supervision. Ability to learn about, and understand with in-depth knowledge about specific products in multiple categories. Ability to support and assist best in class reporting for notable issues and trends for products. Willingness to take on other responsibilities as needed.

Physical/Mental Demands and Working Conditions:

? The position requires the ability to perform the essential duties and responsibilities in the following environment:

? Work is generally performed in an office environment.

? Operate a computer keyboard and view a video display terminal 50% of work time, including prolonged periods of time.

? The movement and transportation of equipment, most of the time under 25 pounds.

? Performs work under time schedules and stresses which are normally periodic or cyclical, including time sensitive job stress, fatigue, unpaid over-time, intellectual challenge, constant technical data feedback, language barriers, and business management stress.

? Machines, tools, equipment, and work aids representative and commonly associated with PCs, printers, and office work areas.

? Frequently works additional hours beyond normal schedule.

? Under very little direct supervision with a high level of responsibility to apply general policies and guidelines where decisions are seldom monitored and consequences of decisions adversely affect operating results and management decisions. Complete access to confidential company data where disclosure may jeopardize the company?s competitive position.

Beeline Job Description Summary:

The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical customer service specialist is responsible for determining the clients issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.

Job Responsibilities:

Approve the resolution of customers service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills.

Act as escalation point for clients/customers.

Approve the referral of unresolved customer grievances to designated departments for further investigation.

Review, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.

Solicit sale of new or additional services or products.

Skills:

Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.

Strong ability to work independently and manage ones time.

Strong ability to accurately document and record customer/client information.

Strong leadership and mentoring skills necessary to provide support and constructive performance feedback.

Previous experience with computer applications, such as Microsoft Word and PowerPoint.

Education/Experience:

8-10 years customer service related experience required

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