Valeant Pharmaceuticals

  • Consumer Affairs Social Media Coordinator

    Location US-NY-Rochester
    Job ID
    10572
    Category
    Customer Service
    Pos. Type
    Full Time
  • Overview

    This position is the primary lead for handling social media interactions and is responsible for the effective resolution of consumer inquiries and complaints.

    • Product complaints received through company sponsored Social Media sites  (Bausch + Lomb sites in the United States and Canada) must be received, documented, classified and processed within regulatory guidelines.

    This channel of communication is a highly visible means of exchanging information about a company’s products. Information must be monitored on a continual basis with responses sent in a timely manner

    Responsibilities

    • Monitor Social Media platforms; including, Facebook, Twitter, LinkedIn, Instagram, Pinterest
    • Manage high traffic promoted ads- For example- Ultra, Biotrue ONEday, PreserVision, Soothe, and Ocuvite
    • Determine if response can be made on the public “wall” or needs to be taken offline to be handled
    • Respond to all postings from consumer within 24 hours- Seven days a week, posts responded to include:
      • Anything that the brand can help “solve” for a consumer
      • Product-related questions (where to purchase, how to use, etc.)
      • Consumer issues/complaints related to the brand
      • Positive and negative feedback
      • Off label use
      • Adverse events or complaints
    • Research person who created the post to measure brand impact- for example- number of followers, employer
    • Demonstrate high level, independent decision making with response to after hours and weekend posts
    • If necessary information is gathered from other sources to respond to the post or answer any questions:
      • Regulatory- Pharmacovigilance
      • R & D
      • All other Bausch + Lomb sites worldwide
      • Marketing
      • Legal
      • Log any Product Complaints or Adverse Events reported using the established protocol.  
    • Forward any necessary information to Product Managers- positive comments, trending product and/or promotional concerns (rebates)
    • Monitor BL Customer Care box
    • Complete all necessary follow-up actions, which could include multiple touch points with a consumer

    In addition to Core Responsibilities when needed:

    • Receive inbound activity through phone, mail, Internet or other electronic channels and respond accurately, promptly and efficiently. Respond to consumer inquiries/complaints by composing written documentation and choosing the appropriate letter; achieve department metrics and standards.
    • Demonstrate a high level of entry and accuracy while processing product inquiry or complaint information.
    • Enter consumer information and document the nature of the call into the designated complaint management system. Classify product complaint according to the Standard Operating Procedures (SOP) in a highly accurate and timely manner.
    • Provide support and technical expertise in the handling of problem resolution, special consumer requests, and technical inquiries. Resolve promotional offer inquiries and complaints by explaining promotional offers, coordinating information with Marketing and maintaining current information.
    • Demonstrate comprehensive knowledge of company products, policies, procedures and regulatory guidelines, appropriate business procedures and customer service skills and sound judgment in making critical decisions; support product introductions, changes and discontinuations.
    • Actively seek information from product managers and third party vendors about our products.

    Qualifications

    Experience with Social Media other than personal use a plus.

     

    Minimum of two years Customer Service experience; degree preferred.

     

    Experience with the following computer applications:  Avaya, SharePoint, Salesforce.com, Microsoft Excel, Web. 

     

    Social Media platforms:  Facebook, Twitter, LinkedIn, Instagram, Pinterest

    • Proficient and knowledgeable in Social Media; familiar with mainstream social channels
    • Excellent communication skills (verbal, phone and written); with a strong emphasis on written communication
    • High level of proficiency managing multiple systems.
    • Strong organizational skills.
    • Ability to handle multiple tasks and use good judgment during pressure situations in a fast-paced environment.
    • Demonstrates a high level of aptitude managing multiple computer applications.
    • Collaborates effectively in a small team environment and can work independently when needed.

    Acts with urgency to bring resolution to consumer questions/concerns; holds himself/herself accountable for individual performance and overall contribution to the team.

    Be Aware of Recruiting Fraud

    #KBL

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