Social Media Agent – Consumer Products Team

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and address customer inquiries, complaints, comments, and messages across various social media platforms utilizing community management tools.

• Evaluate and moderate social media contributions, ensuring their accuracy while eliminating any inappropriate or off-brand content.

• Provide empathetic and high-quality service by effectively managing sensitive situations and calming upset customers.

• Engage using the client’s brand voice and tone in all communications.

• Create, monitor, and escalate cases in the system as required.

• Maintain an in-depth product knowledge to offer precise and helpful information to customers.

• Execute high-quality, detail-oriented tasks by adhering to established SOPs.

• Handle incoming calls related to social media inquiries and support general customer service phone lines during peak times or events.

• Accept and implement feedback while adapting communication styles as necessary.

⛳️ Requirements

• A minimum of 2 years' experience in a social media representative role or a similar position.

• Proficient in using social media platforms such as Twitter, Facebook, Instagram, LinkedIn, and Google+.

• Familiarity with social media tools including Sprout, Bazaarvoice, HootSuite, Buffer, and Google Analytics.

• Outstanding customer service, interpersonal, and relationship management abilities.

• Strong skills in verbal and written communication, active listening, information gathering, problem-solving, and conflict resolution.

• Capacity to maintain professionalism in high-pressure situations.

• Ability to navigate multiple computer screens while listening and inputting customer information.

• Experience with CRM software such as Salesforce and ACD systems like Amazon Connect and Genesys.

• Willingness to work Monday through Sunday, 9am–6pm EST, including rotating weekends and holidays.

• Capability to follow established SOPs and deliver precise, detail-oriented outcomes.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Flexible work arrangements and a supportive team environment.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Paid time off and holiday pay to ensure work-life balance.