Company Name: Sears Import - OLD
Job Details
Duration: Permanent
Min Education: Not Specified
Salary: Commensurate
Job Type: Full Time
Min Experience: Not Specified
Required Travel:
  • USA - Hoffman Estates Illinois, 60010
Job Description
The online Moderator will monitor and moderate user-generated content to ensure that the online environment is maintained as safe and welcoming. This role coordinates with the internal management team to support its mission, marketing programs, promote excellent customer service and help to develop a strong community around the brand.

• Implement the online moderation strategy, coordinating with the team to ensure its effectiveness and providing superior quality of customer service and support.
• Manage the banned user process, and track and remove previously banned users
• Maintain the Moderation Guidelines and Contacts & Escalations documents and ensure they are up to date
• Escalate inquiries/issues to the appropriate teams to respond.
• Produce reports on relevant moderation statistics, issues and outcomes
• Monitor effective benchmarks for measuring moderation and UGC volume, and analyze, review, and report on effectiveness of moderation policy
• Report on insights (and trends) gained from moderation into the team
• Keep informed of all industry and company information, news and marketing programs to anticipate potential issues
• Strong knowledge of principles of Business to Consumer customer service – preferably customer service experience
• Able to quickly identify legal or PR issues
• Ability to remain calm and professional under pressure
• Strong written communication skills
• Strong organizational, multitasking skills and a proactive approach
• Ability to learn new online tools quickly
• Effectively communicate information and report statistics
• Team player, detail-oriented and reliable
• Given the nature of an online community, work schedule flexibility may be necessary.
• Bachelors level degree preferred and 5 years experience in business to consumer customer service role