Social Media Representative

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

📋 Description

• Provide assistance to customers regarding inquiries related to products, shipping, billing, orders, and accounts.

• Distribute responsibilities between incoming calls and social media engagement.

• Timely and professionally respond to comments and direct messages across various platforms, ensuring alignment with brand standards.

• Manage both routine and escalated inbound calls utilizing strong de-escalation techniques.

• Effectively use multiple systems at once to address inquiries.

• Investigate issues to identify root causes and communicate appropriate solutions.

• Address customer complaints while offering feasible solutions or alternatives.

• Assist in reconsidering cancellations by effectively communicating benefits, promotions, and deals.

• Correct and update customer information while documenting account requests and actions.

• Process customer orders and provide assistance with order status, shipping, refunds, exchanges, and reshipments.

• Achieve contact center performance metrics such as quality assurance, customer satisfaction, schedule compliance, call duration, and retention.

• Offer feedback to management regarding products, trends, and customer concerns.

• Adhere to communication protocols, guidelines, and policies.

• Support representatives by providing guidance and daily assistance.

• Handle escalation calls and appropriately escalate complex issues.

• Monitor and manage social media engagements in accordance with community standards.

• Ensure all communications reflect the company's voice, image, and core values.

• Moderate comments, images, and reviews across blog posts, surveys, and social media platforms.

• Conduct sweeps of comments and messages to ensure policy compliance.

• Track brand-page response times and escalate urgent matters as necessary.

• Update saved responses and rectify formatting or spelling errors for macro projects.

• Maintain documentation and reports related to feedback.

• Assist leadership by providing regular reports and tracking tasks.

• Document recurring customer issues, insights, and trends to facilitate process improvement.

• Provide side-by-side support and serve as a resource for colleagues.

⛳️ Requirements

• Strong orientation towards customer service.

• Solid understanding of phone etiquette.

• Proficient in basic computer applications, including email, word processing, and web browsers.

• Capable of managing and resolving conflicts and high-stress situations through de-escalation, active listening, empathy, and clear communication.

• Maintain strict confidentiality of customer information.

• Possess strong critical thinking and problem-solving abilities.

• Excellent written and oral communication skills.

• Ability to quickly adapt in a fast-paced environment.

• Ability to work independently and manage tasks effectively in a remote setting.

• Consistent attendance and punctuality; regular attendance is crucial.

• Capable of shifting between inbound calls and social media management as required by business needs.

• Strong attention to detail and precision.

• Ability to handle job-related stressors effectively.

• Ability to establish and maintain productive working relationships.

• Contribute positively to the work environment and embody company values.

• Exceptional organizational and leadership capabilities.

• Minimum of 2 years of customer service experience in a contact center environment.

• High school diploma required.

• Preferred: proficiency in Windows-based applications, Google Suite (Sheets, Docs), Microsoft Office, Excel, and Word.

• Preferred: familiarity with call center systems and workflows.

• Preferred: experience in photo and comment moderation.

🏝️ Benefits

• Comprehensive healthcare coverage with 100% of premiums paid for medical, dental, and vision plans for employee-only options.

• Annual bonus opportunities.

• 401(k) contributions matched up to 3.5%.

• Six paid sick and mental health days.

• Employee Assistance Program available.

• Complimentary weekly yoga and meditation classes.

• Additional mental health benefits offered.

• Employee Stock Ownership Plan participation.

• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.

• Opportunities for professional development through mentorship and continuous learning programs.

• Performance-based salary increases.

• Charity sponsorships and opportunities for community impact.

• Potential for quarterly KPI bonuses.