Social Media Customer Service Representative - Call Center Remote

Premier NX•Atlanta, GA

7d•Remote

About The Position

Premier NX is the expert in providing Customer Experience Solutions. We are the next evolution for our clients and your career. Our clients include many prestigious brands in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies. As a Social Media Agent, you will contribute to Premier NX’s success by supporting our clients’ customers through social media interactions. Come join us! Why Work with Us: We are a place for people who love to help people. We provide customer service to some of the nation’s most prominent brands. We are experts in regulated industries and help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their consumers with exceptional experiences. Our job is to make a positive impact on a consumer’s life, at every single opportunity. We have a passion for the products we support. We are committed to superior account management and continual improvement. Just as important is our commitment to corporate values. We are looking to hire a Social Media Agent to join our growing Consumer Products Account Team. This position is based in New Providence, NJ and will work remotely. The hours of operation for this role are Monday through Sunday, 9am-6pm EST. We are open 7 days/week. Weekend shifts are rotational. We also do rotational holidays.

Requirements

Working collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment.
Communication, organization, and being a team player.
Excellent interpersonal skills and the ability to work with staff with diverse backgrounds and perspectives on the use of technology in a variety of learning capacities.
Demonstrating a high level of sensitivity, empathy, and patience with each consumer.
A minimum of 2 years' experience as a social media representative, or a similar role.
Ability to effectively use a variety of social media platforms, such as Twitter, Facebook, Instagram, LinkedIn, and Google+.
Working knowledge of social media tools, such as Sprout, Bazaarvoice, HootSuite, Buffer, and Google Analytics.
Excellent customer service, interpersonal, and relationship management skills.
Strong verbal and written communication, including active listening and reflection with the goal of gathering information, problem solving and diffusing difficult situations.
Ability to maintain professional behavior in stressful situations.
Ability to navigate between several computer screens (e.g., CRM Software such as Salesforce, ACD System such as Amazon Connect and Genesys, Email and Web Browser) while actively listening and entering customer information.

Responsibilities

Monitor and respond to customer inquiries, complaints, comments, and messages across multiple social media platforms using community management tools.
Review and moderate social media posts, ensuring accuracy and removing inappropriate or off-brand material.
Deliver high-quality, empathetic service, by professionally handling sensitive situations and diffusing upset customers.
Communicate using the client’s brand voice and tone across all interactions.
Create, follow up on, and escalate cases in the system as needed.
Maintain strong product knowledge to provide accurate and helpful responses to customers.
Demonstrate strong written communication by using correct grammar and word choices.
Complete high-quality, detail-oriented work by following established SOPs.
Manage incoming calls related to social media inquiries and support the broader customer service phone lines during high-volume or event-driven periods.
Accept and apply feedback with a willingness to adapt communication styles as appropriate.