Social Media Customer Service Specialist

About the Role

Key Responsibilities

• Answer comments from customers in need of assistance from social media platforms including Facebook, Twitter, Instagram, Google Play, and the 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 interactions
• Provide proactive support to consumers requesting assistance with dealer, vehicle locates, and product concerns or inquiries
• Participate in required training and industry-specific certifications to maintain necessary technical knowledge and skills
• 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

Requirements

• 2+ years experience in a customer service related profession
• 1+ years of social platform experience in a job setting
• Completed Bachelor's Degree (ideally in English, marketing, business, journalism, communications, or similar)
• Must be located within 60 miles of Warren, MI
• Ability to work remotely and manage social media customer interactions
• Strong communication and documentation skills

Qualifications

• Bachelor's Degree in a relevant field (English, marketing, business, journalism, communications, or similar)

Benefits & Perks

• Pay range of $18.00 - $19.00/hr
• Medical, dental & vision insurance
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan with pre-tax and Roth options
• Life Insurance (Voluntary Life & AD&D for employee and dependents)
• Short and long-term disability insurance
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, Sick Leave)