EPITEC is hiring : Social Media Specialist in Lansing

Hybrid primarily remote, but onsite as needed

Overview

Social Media Specialist is the frontline to ensuring customers and fans are responded to and engaged with in a timely manner. This individual will have access to tools that will enable her / him to provide the best customer service. They monitor all the social media platforms that GM engages with, so when a customer asks a question or posts a complaint they will answer / resolve. They do NOT create social media content, the marketing team does that.

General Purpose : Assist customers by answering questions, helping with vehicle support, and marketing support. Servicing customers on Facebook, Twitter, Instagram pages as well as other social platforms.

Major Duties and Responsibilities

Answer inbound comments from customers in need of assistance from social media platforms including Facebook, Twitter, Instagram, Google Play, App Store.

Create and manage cases for customers needing more complex assistance.

Manage existing case load, complete follow-up tasks and achieve operational metrics.

Adhere to standard work processes and contribute to efficiencies and improvements when possible.

Proactively identify sales leads and educate in-market customers on product functionality and services.

Effectively and accurately document customer interaction.

Provide proactive support to consumers requesting assistance with dealer, vehicle locates and product concerns / inquiries.

Participate in required training / industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required.

Provide exceptional customer-centric service to all internal and external customers.

Adhere and contribute to defining processes that produce best-in-class social consumer care experiences, focusing on constant improvement and a value-based approach.

Utilize correct tools to efficiently manage concurrent activities.

Required Skills / Experience

1 (+) year experience in customer service related profession

Computer navigation and typing proficiency

Strong reading comprehension and written communication skills

Hours

Hours can include : (Must be flexible)

Sunday – Thursday 6 : 00 AM - 10 : 00 PM

Tuesday – Saturday 6 : 00 AM - 10 : 00 PM

Location and Compensation

Location : Rochester Hills, MI

Compensation : $50,000 - $70,000

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