Ulta Beauty is the largest specialty beauty retailer in the United States and the place for the true beauty enthusiast who gets butterflies as she shops for beauty and experiments throughout our store. We are the only one to provide our guests prestige, mass and salon products and services under one roof.  We put our guests at the center of all we do, committing to offer her unrivaled ways to be beautiful in an environment that provides the thrill of exploration and delight of discovery.

POSITION SUMMARY:

Our Guest Services team is seeking Beauty Enthusiasts for our Social Media Representative position. The Social Media Representative is focused on customer service; researching and resolving guest issues and actively engaging with beauty lovers online in our Ulta Beauty social space! The ideal candidate will possess knowledge of the various social media platforms such as, but not limited to: Twitter, Instagram, YouTube, Pinterest, Facebook, Snapchat, etc.  The candidate will be responsible for monitoring and posting responses to guests on social networks, engaging in online reviews, participating in online chat services, optimizing our guest's social media experience using consistent service and quality standards.

CORE JOB RESPONSIBILITIES:

• Respond to and resolve guest inquiries across social media platforms.

• Communicate and collaborate effectively among peers and leaders.

• Assist Team Lead by sharing trends observed on social media along with aligned response methods.

• Use Ulta Beauty standards to suggest and align on response verbiage, follow a response playbook, and drive engagement with Ulta Beauty and our brands.

• Manage multiple systems to research, resolve, and document guest service inquiries and log each interaction in the incident management system.

• Meet or exceed service level measures for guest satisfaction (Customer Satisfaction, average response time, quality and accuracy, attendance, etc.), and department productivity standards (e.g. responses per hour).

• Maintain confidentiality of Ulta Beauty response plans and strategies for handling social media conversations and activities

ADDITIONAL RESPONSIBILITIES:

• Remain fluent in Ulta Beauty’s processes and systems used to serve guests across all contact channels in order to serve guests in those channels when needed

• Identify when social media activity requires more coverage and modify your schedule accordingly to support business needs. 

Must be able to work one of the required shift noted:

3rd shift - 12am-8:30am, Saturday-Wednesday

Requirements

• High School Diploma; College preferred

• 2+ years Customer Service Experience

Must be able to work one of the required shift noted:

3rd shift - 12am-8:30am, Saturday-Wednesday

Additional Requirements:

• Willingness to shift work schedule to covering key promotions and staffing gaps; extra hours/days may be required, as well as shortened hours/days if there is a lack of work.

• Excellent written and verbal communication skills

• Working knowledge and understanding of Social Media sites and platforms, such as Twitter, Instagram, YouTube, Pinterest, Facebook, Snapchat, etc.

• Proficient with Microsoft Word, Microsoft Excel, and Microsoft Outlook

• Adaptability to learn a variety of software programs

• Proven ability to work effectively in a team environment, as well as independently, with minimal supervision

• Proven interpersonal and communication skills to develop internal relationships and partnerships with multiple stakeholders

• Exceptional organizational and multi-tasking skills, with the ability to work effectively under pressure and complete tasks quickly in a high energy environment

• Problem-solving and creating efficiencies

• Strong sense of ownership and pride in professional deliverables

• Positive attitude, detailed, and customer oriented

• Ability to type a minimum of 45 words-per-minute

• Willingness to work a holiday rotation schedule for Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Day,  and New Year’s Day. 

#LI-JB2