Social Media Representative

Job Summary

Supporting a consistent, high-quality customer service experience, the remote Social Media Representative will engage with customers across social media channels, resolve issues, and maintain the company's voice while adhering to established policies.

Key responsibilities

• Monitor and respond to inbound social media messages and reviews across multiple platforms
• Engage with customers to provide exceptional service and create positive outcomes
• Tag, track, and escalate trending topics, providing feedback on customer-contact drivers and issues

Required qualifications

• High school diploma or equivalent required; bachelor's degree preferred
• Proven experience in social media or a related field with familiarity in social media concepts
• Hands-on experience with social media applications such as Gladly, Sprout, and SOCi is a plus
• Demonstrated proficiency in analyzing trends and researching complex issues
• Ability to manage multiple conversations and tasks simultaneously while maintaining accuracy and professionalism