Social Media Customer Relationship Specialist (CRS)
TRAINING FOR THIS POSITION WILL BE ONSITE at the Warren Tech Center in the Building, with the possibility of working remote after training based on productivity and performance.
Overall expectations :
We are looking for dedicated individuals interested in expanding their customer service experience, leadership, and task management skills.
These team members will show up and positively contribute to the team through their responses to customers, well thought-out questions, and their willingness to receive coaching and act upon it.
A few characteristics that make someone a good Social Care Advisor are their time management skills, their ability to adapt and meet deadlines, and them being a team player.
General Purpose : Assist customers by answering questions, helping with vehicle support, and marketing support. Servicing customers on Facebook, Twitter, Instagram pages as well as other social platforms.
Major Job Duties and 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.
Required Skills / Experience
- year experience in customer service related profession
- Computer navigation and typing proficiency
- Strong reading comprehension and written communication skills
Required Education / Training / Certifications / Licenses
Bachelor’s Degree
open to working weekends and shifts all through the day, (latest would end at -).
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