-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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