Overnight Social Care Advisor -Remote * Must be in Metro Detroit Area*

Adhere and contribute to defining processes that produce best-in-class social consumer care experiences, focusing on constant improvement and a value-based approach. When appropriate, promote sales and lead captures for the client by accurately and enthusiastically responding to consumer questions about products, features, benefits, incentives, and promotions.

Overnight Social Care Advisor
Location: Remote, should be located within the Metro Detroit area.
Serves as the frontline to ensuring customers and fans are responded to and engaged with in a timely manner during the 12-8am shift. This individual will have access to tools that will enable her/him to provide the best customer service.
Major Job Duties and Responsibilities

• Responsible for moderating queues and engaging with Care inquires
• Effectively and accurately document customer interaction
• Provide proactive support to consumers requesting assistance with dealer, vehicle locates and product concerns / inquiries.
• When appropriate, promote sales and lead captures for the client by accurately and enthusiastically responding to consumer questions about products, features, benefits, incentives, and promotions.
• 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 a number of often concurrent activities
• Provide Goodwill when appropriate
• Interact with marketing and PR as needed for customer care and support
• Effectively manage a number of open customer cases providing a resolution within a timely manner

Required Skills/Experience

• 1+ years' experience in customer service related profession
• Expertise with social media platforms such as Facebook, Twitter, Instagram and Forums
• Computer navigation and typing proficiency
• Excellent verbal and written communications skills to effectively communicate to internal and external stakeholders
• Experience with social media monitoring tools: Oracle, Siebel, etc.
• Attention to detail with strong project management and prioritization skills
• Microsoft Excel, Microsoft Word and PowerPoint skills and proficiency

Required Education/Training/Certifications/Licenses

• Bachelor's Degree

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