Corey JamesThe story
The agent hears every mention, tag, comment and inbox message as it arrives. Routine questions get an answer. Abuse is hidden. A complaint with weight behind it goes to the owner's phone with the history attached. If something breaks for customers, the same agent sends the notice by email and text and keeps the public replies consistent with it.
The crew
The specialists behind this role, grouped by the kind of work they do.
Speaks to people
- Lead Capture DeskWhen someone shows buying interest in a Facebook message, an X direct message, a website chat or an email, it creates the contact and company, opens a deal, sets a follow-up task and answers with a payment link where that fits.Also serves The Lead Catcher
- Incident Communications OfficerDuring an outage it sends one factual update to affected customers by email and text, posts it on X and the Facebook Page, pins it, messages active website visitors, and sends the all-clear when service returns.Also serves The Incident Commander
- Owner Phone AssistantIt passes the message to the agent team running the work and sends the team's answers back to the phone.Also serves The Pocket Operator, The Delegate, The Front Desk, The Programme Office
- X Community ManagerIt watches each new post's replies in its first hour, answers questions with facts, likes good replies, quotes worthwhile posts, follows people it talks to, and closes each conversation.Also serves The Conversation Finder
- Facebook Community ResponderIt works the Page's queue of comments, replies, messages, tags and reviews, answers in public or privately, hides spam, and marks each item done.Also serves The Support Desk
- Social Inbox ManagerIt brings comments and mentions from all connected accounts into one inbox and answers each on the platform where it arrived.Also serves The Recruiting Marketer
Does the work
- Page Inbox CollectorIt collects new Page comments and messages, and on a slower cycle tagged posts and ratings, so nothing waits for someone to look.Also serves The Social Desk, The Lead Catcher
- Facebook Page AnalystIt reports post and Page performance and how quickly the Page answers people, and it keeps an eye on the Page's usage limits.Also serves The Week in Review
Audits and guards
- Reputation Watch OfficerSeveral times a day it reads mentions, tags, reviews and live threads about the business, answers what it should, and sends anything urgent to the team's chat.Also serves The Morning Brief
- Response Time GuardianIt brings the overdue item to the top, answers it or escalates it to a person, and reports response times across platforms.Also serves The Support Desk
Where this crew also works
Routes
Routes this role works in. Its place in each one is filled in.