About the Role
This role is responsible for monitoring, responding to, and resolving customer inquiries on social media platforms while ensuring a positive brand experience through timely and accurate communication.
Responsibilities
- Monitor social media channels for customer messages and mentions
- Respond promptly to customer inquiries and comments
- Escalate complex issues to appropriate internal teams
- Maintain consistent brand voice across all interactions
- Identify recurring customer concerns and share insights with teams
- Resolve complaints with empathy and professionalism
- Follow established guidelines for content moderation
- Collaborate with cross-functional teams to improve response accuracy
- Document customer interactions and outcomes
- Adhere to service level expectations for response times
- Stay updated on product and policy changes
- Represent customer perspectives in internal feedback loops
- Uphold community standards in all public communications
- Balance efficiency with personalized customer care
- Maintain accuracy when sharing information
- Use CRM tools to track customer cases
- Apply problem-solving skills to unique customer situations
- Communicate clearly under pressure
- Manage high-volume messaging during peak periods
- Contribute to process improvements based on customer trends
- Ensure compliance with company policies
- Maintain confidentiality of customer data
- Support brand reputation through positive engagement
- Adapt tone based on audience and platform
- Participate in team training and knowledge sharing
Compensation
Competitive hourly wage based on experience and location
Work Arrangement
Hybrid schedule with both on-site and remote availability
Team
Part of a customer-facing contact center team supporting digital engagement
Why You'll Love Working Here
- Opportunities for career growth within the organization
- Supportive team environment focused on development
- Engaging work that connects customers with solutions
- Recognition for consistent performance
What You'll Get
- Healthcare benefits for eligible employees
- Retirement savings plan with company match
- Associate discount on store purchases
- Paid time off and holiday pay
Not available for this position
