Social Media Customer Relationship Specialist

Role Overview

The Social Media Customer Relationship Specialist is responsible for assisting customers by addressing inquiries related to vehicle support and marketing across various social media platforms. This position involves delivering exceptional service on channels such as Facebook, Twitter, Instagram, Google Play, and the App Store.

Key Responsibilities

• Respond promptly to inbound comments and customer inquiries on social media platforms including Facebook, Twitter, Instagram, Google Play, and App Store.
• Create and manage support cases for customers requiring more in-depth assistance.
• Maintain current caseloads, complete required follow-up tasks, and meet operational performance metrics.
• Follow established procedures and seek opportunities to improve efficiency and effectiveness.
• Identify potential sales leads and educate customers about product features and available services.
• Accurately document all customer interactions for record-keeping and analysis.
• Offer proactive assistance related to dealer and vehicle location concerns as well as product-related questions.
• Engage in ongoing training and industry-relevant certification programs to uphold and enhance technical knowledge.
• Deliver customer-first service excellence to both internal and external stakeholders.
• Help define and uphold best-in-class social consumer care processes, continuously aiming for betterment with a value-centric approach.
• Utilize available tools efficiently to manage multiple tasks simultaneously.

Qualifications

• Minimum of one year experience in customer service roles.
• Proficiency in computer use, including navigating software and efficient typing skills.
• Strong abilities in reading comprehension and written communication.
• Possession of a bachelor’s degree in fields such as English, marketing, business, journalism, communications, or related disciplines.

Additional Information

This is a remote position. Candidates should be prepared to participate in any necessary training and certification required to perform effectively in this role.