Social Media Advisor

TEKsystems•Warren, MI

1d•$19 - $20•Hybrid

About The Position

We are seeking an experienced Social Media Customer Support Specialist to deliver exceptional, customer-centric support across multiple digital and social platforms. In this role, you will engage directly with consumers, address inquiries, resolve issues, and identify opportunities to educate and support customers while maintaining a strong brand voice. This position requires excellent written communication skills, strong social media fluency, and the ability to confidently manage multiple customer interactions simultaneously.

Requirements

Bachelor’s degree required (English, Marketing, Business, Journalism, Communications, or a related field preferred)
1+ years of professional customer service experience
1+ years of experience managing or supporting customers on social media platforms (preferred)
Proven experience communicating with customers through written channels such as email, chat, social posts, or messaging platforms
Strong written communication, grammar, and reading comprehension skills
Demonstrated ability to maintain a professional brand voice across public-facing platforms
Proficiency in computer navigation and multitasking
Typing speed of 40 WPM or higher (typing assessment required)

Nice To Haves

Experience working in a call center, contact center, or social care environment
Familiarity with social media monitoring and customer support tools
Ability to identify customer needs and recommend appropriate solutions or next steps
Strong attention to detail with a customer-first mindset

Responsibilities

Respond to inbound customer comments, messages, and inquiries across social media platforms including Facebook, Twitter/X, Instagram, as well as Google Play and App Store reviews
Provide timely, accurate, and empathetic customer support through written correspondence
Create, document, and manage customer cases requiring advanced or escalated support
Manage an active case load, complete follow-up activities, and consistently meet or exceed operational performance metrics
Accurately document all customer interactions and resolutions using designated customer support tools
Proactively identify potential sales leads and educate in-market customers on products, features, and services
Assist customers with dealer information, vehicle locates, and product-related questions or concerns
Utilize multiple systems and tools simultaneously to manage concurrent customer interactions efficiently
Adhere to established standard operating procedures while contributing ideas for process improvements and efficiencies
Support and help define best-in-class social consumer care practices with a focus on continuous improvement
Participate in required training and industry-specific certifications to maintain technical and product knowledge
Deliver exceptional service experiences to both internal and external customers at all times