Customer Service & Social Media Support Specialist

Jobs For Humanity

Framingham, MA

Full Time

Entry Level

3 days ago

Job Description

About the Role

This role provides multi-channel customer support through email, chat, phone, and social media. The Customer Service & Social Media Support Specialist resolves customer questions and complaints, documents cases, and helps maintain a positive brand image online. The position is ideal for someone detail-oriented, skilled in conflict resolution, and comfortable managing a high volume of inquiries in a fast-paced environment.

Key Responsibilities

Respond to customer communications promptly via phone, email, chat, letters, and social media
Resolve sensitive issues using negotiation and problem-solving skills, escalating when necessary
Document and update cases in the customer tracking system until resolution
Collaborate with District Managers, Store Managers, and internal teams to resolve customer concerns
Moderate and respond to social media comments in line with brand and escalation policies

Requirements

Proven conflict management, analytical, and problem-solving skills
Excellent verbal and written communication with active listening abilities
Ability to multitask, prioritize, and manage time effectively in a high-volume environment
Proficiency with PC systems, email platforms, and Microsoft Word/Excel; accurate typing skills
Quiet, professional workspace with high-speed internet for video meetings and chat support

Nice to Have

Social media moderation experience
Ability to separate emotion and respond objectively when handling customer concerns
Strong teamwork and flexibility to take on special projects or additional duties

Working at Jobs For Humanity

YUPRO Placement is an equal opportunity employer supporting skills-first inclusive hiring practices. They focus on building an inclusive and just employment ecosystem, supporting individuals from all walks of life, and promoting historically overlooked talent into various employment opportunities.

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