Job Description

Social Media Customer Relationship Specialist (CRS)

General Purpose: Responsible for customer assistance and marketing support service to customers on Automotive Forums, Twitter and Facebook pages as well as other social platforms

Major Job Duties and Responsibilities

• Monitor Social Media platforms including Facebook, Twitter, automotive enthusiast forums as well as others, and identify opportunities to engage with customers and deliver superior customer support and brand engagement

• 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

• Respond to customer enthusiasm posts in order to increase conversation, page participation and build a closer connection with customers

• 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 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+ years’ experience in customer service related profession
• 1 + years’ of social platform experience
• 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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