Social Media Customer Care Agent

PRINCIPAL DUTIES AND RESPONSIBILITIES :

1) Responsible for promoting membership enrollment, working to retain disgruntled members, and cross / upselling of brand products and services

2) Responsible for customer support and answering questions via multiple social media channels on behalf of the brand while utilizing clients social media management tools.

3) Listening, monitoring, responding and engaging with customers within an established timeframe set by the client.

4) Become an advocate for the company across multiple social media channels, engage in social media conversations and answer questions where appropriate.

5) Identifying trends happening on multiple social media channels as well as communicating potential PR crises, threats or opportunities and notifying clients leadership immediately.

6) Identify how customers compare clients to competition on social media.

7) Responsible for data quality, reporting, calibrations, and general social media customer care.

8) Will act as a liaison to address urgent corporate engagement needs.

MINIMUM JOB REQUIREMENTS : (Education, Experience, Skills)

• High school diploma 2 3 years of customer service and / or customer relations experience required.
• Ability to handle multiple tasks in a fast-paced environment with solid time management skills and the ability to self-manage and prioritize workflow.
• Minimum typing speed of 35 wpm.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Demonstrated ability to follow a process from beginning to end.
• Ability to continually increase efficiency while maintaining strong quality standards. Strong working knowledge of various social media platforms.
• Ability to comprehend social speech and text jargon.
• Strong knowledge of computer applications including Facebook, Twitter, Instagram, YouTube, Pinterest, Microsoft Office, Google Chrome, Internet Explorer, Apple Technology such as iPads, and Cell phone applications like shopping or dining apps.
• Identify potentially negative or crisis situations and escalate as appropriate while applying conflict resolution principles to mitigate issues.
• Scheduling flexibility with the ability to work up to midnight and / or weekends in a PR crisis.
2 days ago