Social Media Customer Relationship Representative

TEKsystems•Warren, MI

5d•$19 - $20•Remote

About The Position

This is a fully-remote, social media and customer service-based role. The position involves assisting customers by answering questions, helping with vehicle support, and providing marketing support. The representative will service customers on Facebook, Twitter, Instagram pages, as well as other official company social platforms.

Requirements

1+ years experience in customer service or social media in a corporate related environment.
1+ years of social platform experience (ideal)
Proven experience with written correspondence with customers (email, chat, posts, etc).
Computer navigation and typing proficiency (Need to complete Typing Test: 40 WPM+)
Strong reading comprehension and written communication skills
Must have completed Bachelors Degree (successful candidates have a four-year degree in English, marketing, business, journalism, communications or similar concentration) - or similar expereince in written customer service spaces.
Must be willing to work full-time (40 hrs per week).
Must be open to all shifts (they are open 7 days a week from 8am-12am EST)

Responsibilities

Answer inbound comments from customers in need of assistance from Social Media platforms including Facebook, Twitter, Instagram, Google Play, App Store
Create and manage cases for customers needing more complex assistance.
Manage existing case load, complete follow-up tasks and achieve operational metrics.
Adhere to standard work processes and contribute to efficiencies and improvements when possible.
Proactively identify sales leads and educate in-market customers on product functionality and services.
Effectively and accurately document customer interaction
Provide proactive support to consumers requesting assistance with dealer, vehicle locates and product concerns / inquiries.
Participate in any required training/industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required.
Provide exceptional customer-centric service to all internal and external customers.
Adhere and contribute to defining processes that produce best-in-class social consumer care experiences, focusing on constant improvement and a value-based approach.
Utilize correct tools to efficiently manage concurrent activities.