Social Media Customer Relationship Specialist

TEKsystems • Warren, MI

391d • $37,440 - $39,520 • Hybrid

About The Position

The Social Media Customer Relationship Specialist is responsible for providing exceptional customer service through various social media platforms. This role involves assisting customers with inquiries related to vehicle support and marketing, managing customer cases, and proactively identifying sales leads. The specialist will ensure a high level of customer satisfaction by adhering to best practices in social consumer care and maintaining technical knowledge through ongoing training.

Requirements

• 1+ years experience in customer service related profession
• 1+ years of social platform experience
• Computer navigation and typing proficiency (Need to complete Typing Test: 40 WPM+)
• Strong reading comprehension and written communication skills
• Bachelors Degree (successful candidates have a four-year degree in English, marketing, business, journalism, communications or similar concentration)

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

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 10,001+ employees