Digital Customer Service Rep
Listed on 2026-01-27
-
Customer Service/HelpDesk
Join to apply for the Social Media Specialist, Community Engagement role at Banks Power
Social Media Specialist, Community Engagement1 day ago Be among the first 25 applicants
Join to apply for the Social Media Specialist, Community Engagement role at Banks Power
About
The Role
Sitting at the intersection of product, marketing and customer support, you will be the voice of Banks Power: leading digital community engagement to drive growth and brand love across channels. You will reply to incoming social comments, and add to discussions on our Facebook, Instagram, You Tube and Tik Tok combined communities of 1.6MM+. This role includes customer support, and requires actively being “on” and engaging/responding to fans and customers, even at times on the weekend.
About
The Role
Sitting at the intersection of product, marketing and customer support, you will be the voice of Banks Power: leading digital community engagement to drive growth and brand love across channels. You will reply to incoming social comments, and add to discussions on our Facebook, Instagram, You Tube and Tik Tok combined communities of 1.6MM+. This role includes customer support, and requires actively being “on” and engaging/responding to fans and customers, even at times on the weekend.
To succeed in this role, you will need to be very self-driven and proactive. You must have experience managing large online groups, and are able to drive engagement and rally a community by answering questions and offering Banks’ intelligent automotive-related insight. You're passionate about talking to users online and in real life. You should know the internet and social media culture inside and out, fluent in the latest online vernacular, tips and tricks.
This position reports to Marketing Manager.
What You’ll Do
- Be able to explain how to best use our products, features and troubleshoot customer concerns.
- Respond to all comments daily on Facebook, Instagram, You Tube, Tik Tok, etc — identifying trending conversations to engage in, and strategically sparking more conversations.
- Be immersed in social conversations daily, apply social listening and see all notifications and tags, conversations and mentions - engaging with user-generated content (UGC) and creators, flagging UGC for reposting.
- Work cross-functionally with teams like Engineering, Customer Service and Tech Support to relay user feedback and improve the Banks experience.
- Handle customer questions and complaints on social media, including public comments and DMs.
- Report and track brand sentiment; be proactive with ideas on how to foster affection for our brand, then execute and pivot quickly as needed.
- Assist with crisis management, negative reviews, and negative news communications. Forward serious complaints or issues to management for immediate resolution.
- Follow company policy regarding the shipment of warranty replacement product to customers. Complete all documentation for customer orders, i.e. shipping method, accurate address and appropriate freight amount.
- Other duties as assigned.
Minimum Qualifications
- A passion for social media and building online community
- A passion for automotive culture
- Mechanical and technical knowledge of gasoline and/or diesel engines
- High school diploma or equivalent, with minimum one year of proven experience in social media with a focus in community engagement activities
- Strong communications skills with good judgment, effective at writing engaging content, captions, DMs, conversations with influencers, etc, with grammatical accuracy
- Reliable, self-driven, and proactive, always proposing and trying new ideas
- Willingness to be on-call
- Outstanding problem-solving skills
- Ability to operate all office equipment
- The will to win
$21—$24 USD
Actual pay offered to candidates will depend on several factors, including but not limited to, relevant candidates’ experience, education, and specific knowledge, skills, and abilities.
Benefits
- Medical, dental and vision insurance
- Company-paid basic life, AD&D and long-term disability insurance
- Employee Assistance Program, a confidential program dedicated to supporting the emotional…
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).