Social Media Content ModeratorThis position will be located on-site in Port St. Lucie, Florida. As a Social Media Content Moderator, you are responsible for moderating user-generated content on our clients platform by reviewing strong graphic images, videos, and/or written content to ensure the content meets the community guidelines and to escalate any content that violates the parameters set. This role is key in providing a positive social experience for all users. If you are a social media enthusiast and are confident with digital technology ready to put your skills to work, this position is for you!Responsibilities:Review content to determine community guidelines are met while upholding a high standard of accuracy and qualityParticipate in frequent refresher training to always implement correct policiesComply with the performance indicators or parameters defined by the specific client's operationReview, classify and/or eliminate highly sensitive content, uploaded by users, according to the parameters defined by the clientInvestigate and resolve complex issues regarding content within agreed-upon turnaround times and standards of qualityComply with corporate confidentiality policies and the proper handling of customer information to guarantee the security of the informationParticipate in continuous training programs established by the company for optimal development in the roleComply with all the orders, instructions, procedures related and complementary to the roleAble to moderate traumatic, sensitive and potentially offensive contentProvide trends and insights to develop improvements to the overall processes and provide recommendations for process, policy and product improvementsRemain up to date on key workflow changes, operational guidelines, policy updates and Community StandardsWe're looking for fearless people - people who are inspired to deliver only the best in all that we do.Qualifications:Ability to work on site at Port St. Lucie, FL (not a work from home position)Experience navigating internet websites including social media, commercial websites, etc.Comfortability reviewing internet content that may be deemed inappropriate and/or contain explicit materialAttention to detailHigh School Diploma or equivalentMinimum of 6 months of customer service experienceMust be 18 years of age or olderAbility to type at least 25 words per minuteComfortable with desktop computer systems and have general knowledge of Windows-based systemsCustomer service and/or sales experience preferredCollege degree preferred but not requiredKey Competencies:Process Excellence: Demonstrate commitment to following established procedures and be customer service drivenCollaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goalsCommunication: Outstanding communication, listening, and analytical skillsOrganizational Skills: Strong organizational and problem-solving skillsEmotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focusedOpen-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shiftsCritical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-makingSolution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience
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