Customer Experience Specialist

Description

Butler/Till is a results driven marketing agency offering deeply collaborative client experience, proprietary technology, and world-class partnerships. At Butler/Till, we take immense pride in our independent, women-owned and led status, our unwavering commitment to a purpose-driven approach, our B-Corp status, and our unique structure as a 100% employee-owned company (ESOP).


SUMMARY


The Customer Experience Specialist Role will provide participating Digital Content clients with ease of posting and assistance with their Social Media presence. This role is responsible for accurate and efficient posting of content, created by our internal teams, for each calendar month. The Customer Experience Specialist must be organized, able to manage large workflows, and exhibit strong attention to detail. This position is pivotable for ensuring quality and accuracy of timely posting.

KEY OUTCOMES & RESPONSIBILITIES

Key Outcome: Posting on behalf of digital content clients

Key Responsibilities:

• Monthly posting of calendar content after client approval across all available social media platforms
• Manage posting for assigned clients
• Collaborate with content teams to verify posts scheduling and accuracy
• Work with assigned consultant to assist with client approvals
• Manage and maintain client connections for assigned clients

Content Posting & Scheduling

• Post monthly calendar content across all required social media platforms following client approval.
• Manage all scheduled posts for assigned clients.
• Follow up with the Client Experience team when calendars are incomplete or pending approval.
• Coordinate with assigned Consultants to confirm client approvals.

Ad-Hoc & Edited Content

• Execute one-off or urgent content postings, as requested.
• Process and post content edits, working with assigned consultants to ensure proper client approval.

Quality Assurance

• Confirm all scheduled posts have been successfully queued/scheduled.
• Ensure posts publish to the correct platforms on their assigned dates/times.
• Identify rejected or failed posts and either repost or coordinate with the Content team for corrective edits.

CRM Management

• Maintain access and connectivity for all assigned clients within CRM.
• Reach out to management or consultants when access is missing or disconnected.
• Ensure a backup Content team member maintains connection access for each client to prevent posting delays.

Other Responsibilities:

• Additional accountabilities and tasks may be assigned by leader/management, to contribute to overall team and agency success.

QUALIFICATIONS

Required :

• Associate's degree in Marketing, Business, or Consumer Relations
• 1+ years of Customer Service experience required
• Understanding of the fundamentals of digital marketing
• Proficient with Microsoft Office tools including Microsoft word, Excel, and PowerPoint
• Experience using customer service systems and tools
• Familiarity with Social Media platforms
• Strong communication skills; both written and oral
• Independent and self-directed

Preferred :

• Bachelor's degree in marketing, business, or consumer relations
• Experience with posting on Social Media Platforms
• Familiarity with Social Media post creation
• Experience with various CRMs
• Familiarity with Hootsuite
• Experience with Google Docs and Power BI a plus

CORE COMPETENCIES

• CUSTOMER FOCUS/CLIENT INTIMACY: seeking to understand client business challenges/needs and delivering continuous value to our clients
• COLLABORATIVE: working with teams and across the organization with ease
• OWNER AGILITY: able to continuously learn and quickly adapt to changing circumstance
• RESULTS DRIVEN: accepts accountability to deliver business outcomes, even under changing circumstances. Delivers on commitments
• DISCIPLINED: Thinks, plans, and prioritizes work on an ongoing basis, plans and aligns with key team members before acting

TRAVEL REQUIREMENTS

All employees, regardless of role or geographic location, are required to attend in person for onboarding during their first week of employment and annually for the Shareholder's Summit held in June. Additional travel is not routinely expected but may be required for key/critical meetings & events.


WORK ENVIORNMENT & PHYSICAL DEMANDS

The work environment and physical demands characteristics described here are representative of those an employee encounters while performing the essential functions of this job, typically in an office setting or in a home office. An employee in this role may be in a stationary position, often standing or sitting for prolonged periods and using office equipment and computers. The noise level in the office environment is usually moderate. (I.e., business office with computers and printers, light foot traffic, etc.). Reasonable accommodation may be requested to enable individuals to perform the essential functions.


COMMITMENT TO DIVERSITY, EQUITY, INCLUSION, AND BELONGING

Our dedication to Diversity, Equity, Inclusion, and Belonging (DEIB) is a cornerstone of our culture. We believe that the diversity and inclusivity of our workforce are sources of strength. As you become part of our community, you'll discover that we are dedicated to creating a positive impact, not only for our clients but also for the communities where we live and work.


EEO DISCLAIMER

Butler/Till is an Equal Opportunity Employer to all employees and applicants and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.


COMPENSATION

Butler/Till is committed to providing pay transparency of our compensation philosophy and ensuring equitable pay practices for our employee owners. The compensation range for this position is $45,000-$54,000 and represents the annual salary range in Rochester, NY. Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience.


This is just one component of Butler/Till's total compensation package for employee owners. The total compensation package for this position may also include other elements, including ESOP (employee stock ownership plan), an annual bonus, in addition to a full benefits package, and paid time off benefits, including 100% paid parental leave. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.