Social Media Customer Relationship Specialist; Remote local to Metro Detroit

Position: Social Media Customer Relationship Specialist (Remote- *must be local to Metro Detroit)
-Social Media Customer Relationship Specialist (CRS) -
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


• 1 (+) 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 (successful candidates have a four-year degree in English, marketing, business, journalism, communications or similar concentration)

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