Responsibilities
- Providing excellent customer care services for each business that we work with and cultivate a unique connection with their audiences through computer and mobile phone customer service.
- Monitor activity on a high volume of client social profiles 2-3x daily.
- Utilize native social network monitoring dashboards and inboxes (Facebook, Twitter, Instagram, LinkedIn, YouTube, Blogs, Pinterest, etc.) as well as any third-party tools to monitor activity.
- Utilizing standard operating procedures, template responses and own judgment/critical thinking to resolve or escalate online questions or concerns.
- Utilizing available data and research to answer audience comments and direct messages.
- Collaborating with account manager to address unique inquiries and situations if/when needed
- Understanding and adopting brand voice to engage with audience and promote brand personality
- Ability to independently seek out answers and perform research and analysis to determine the best approach and response
Requirements
- Bachelor’s degree
- Fluent in English (written and verbal)
- Customer service experience
- Solid understanding of the internet and social media
- Strong writing/grammatical skills
- High-speed internet and smartphone with WiFi capabilities
- Ability to use social media apps for business purposes
- At least 1 year of experience in phone or online customer service
Nice to Have
- Passion for delighting customers
- Commitment to delivering high-quality and defect-free work to clients
- Ability to work well in a high-concurrency environment
- Capable of individual “deep work” as well as the ability to collaborate with a team to complete projects rapidly
- Strong time-management skills and can meet deadlines consistently
- Takes direction well, but also able to make decisions and take initiative
- Strong communication skills
- Ability to work independently
- Up-to-date on the latest web technologies
- Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated
- Enjoys solving problems
- Customer-centric mentality
Benefits
- 150% Company Match Of Personal Charity Donations
- Generous Paid Time Off
- Employee Wellness Program
- FXLearns Library with hundreds of personal and professional growth books
- Humanitarian Trips
- Casual Dress Code
- Personal Desk Fund
- Merit-based promotions
Work Arrangement
Remote (Worldwide)
Team
Team size: 700+. Structure: multiple offices
Additional Information
- This position requires 40 hours of remote availability per week during our standard office hours (8am to 6pm EST)
- Requires reliable internet access
- Flexible Schedule (start your day between 8 and 10 am - when you do your best work!)
- Pre-employment testing is required.
- Resume must be in English to be considered.
