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Customer Service & Social Media Support Specialist

Customer Service & Social Media Support Specialist

Jobs for HumanityFramingham, MA, US
16 days ago
Job type
  • Permanent
Job description

Customer Service & Social Media Support Specialist

This role provides multi-channel customer support through email, chat, phone, and social media. The Customer Service & Social Media Support Specialist resolves customer questions and complaints, documents cases, and helps maintain a positive brand image online. The position is ideal for someone detail-oriented, skilled in conflict resolution, and comfortable managing a high volume of inquiries in a fast-paced environment.

Job Responsibilities

  • Respond to customer communications promptly via phone, email, chat, letters, and social media.
  • Resolve sensitive issues using negotiation and problem-solving skills, escalating when necessary.
  • Document and update cases in the customer tracking system until resolution.
  • Collaborate with District Managers, Store Managers, and internal teams to resolve customer concerns.
  • Moderate and respond to social media comments in line with brand and escalation policies.

Job Skills / Requirements

  • Proven conflict management, analytical, and problem-solving skills.
  • Excellent verbal and written communication with active listening abilities.
  • Ability to multitask, prioritize, and manage time effectively in a high-volume environment.
  • Proficiency with PC systems, email platforms, and Microsoft Word / Excel; accurate typing skills.
  • Quiet, professional workspace with high-speed internet for video meetings and chat support.

    • Preferred Skills

  • Social media moderation experience.
  • Ability to separate emotion and respond objectively when handling customer concerns.
  • Strong teamwork and flexibility to take on special projects or additional duties.

    • Additional Information

  • Role supports customer satisfaction across multiple communication channels.
  • Opportunity to strengthen brand image through professional, timely resolution of issues.
  • Requires ability to multitask and handle high-volume inbound / outbound interactions.

    • YUPRO Placement is the nation's leading skills-first placement firm placing and promoting historically overlooked talent into permanent hire, apprenticeship, and contract job assignments. We represent clients who support skills-first inclusive hiring practices. YUPRO Placement is an equal opportunity employer.

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