Supervisor Customer Service Social Media

Avis Budget Group - Tulsa, OK

Full-time - Mid Level

Remote - Tulsa, OK

10,001+ employees

Rental and Leasing Services

About the position

The Social Media Care Supervisor will lead a team of specialists responsible for managing customer care inquiries through social media channels for Avis, Budget, Payless, and Budget Truck brands. This role focuses on providing exceptional service, ensuring team performance, and maintaining customer satisfaction while adapting to the latest social media trends and practices.

Responsibilities

• Lead and manage a team of social media customer care specialists.
• Conduct interviews, hiring, and training of new employees.
• Plan, assign, and direct work for team members.
• Appraise performance and provide feedback to employees.
• Address employee complaints and resolve issues according to company policies.
• Monitor team performance to ensure compliance with established procedures and performance standards.
• Utilize social media platforms for social listening and sentiment tracking.
• Identify threats and opportunities in user-generated content.
• Manage escalated customer interactions and solicit feedback on customer experience.
• Generate performance reports and maintain knowledge of company policies and procedures.

Requirements

• High school diploma or GED required; Associate's or Bachelor's degree preferred.
• Minimum of 3 years supervisory experience, preferably in a contact center.
• At least 3 years of social media experience in a customer care environment.
• Experience with social media management tools like Sprinklr or Sprout Social.
• Strong leadership, decision-making, and problem-solving skills.
• Excellent communication and interpersonal skills.
• Strong analytical skills and ability to work under pressure.

Nice-to-haves

• Previous project management experience.
• Experience leading remote or work-from-home employees.
• Advanced knowledge of Microsoft Office applications.

Benefits

• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Employee assistance program
• Vision insurance
• 401(k) matching
• Employee discount
• Life insurance
• Pet insurance