Monitor and respond to customer inquiries, complaints, comments, and messages across multiple social media platforms using community management tools.
Review and moderate social media posts, ensuring accuracy and removing inappropriate or off-brand material.
Deliver high-quality, empathetic service, by professionally handling sensitive situations and diffusing upset customers.
Communicate using the client’s brand voice and tone across all interactions.
Create, follow up on, and escalate cases in the system as needed.
Maintain strong product knowledge to provide accurate and helpful responses to customers.
Demonstrate strong written communication by using correct grammar and word choices.
Complete high-quality, detail-oriented work by following established SOPs.
Manage incoming calls related to social media inquiries and support the broader customer service phone lines during high-volume or event-driven periods.
Accept and apply feedback with a willingness to adapt communication styles as appropriate.

A minimum of 2 years' experience as a social media representative, or a similar role.
Ability to effectively use a variety of social media platforms, such as Twitter, Facebook, Instagram, LinkedIn, and Google+.
Working knowledge of social media tools, such as Sprout, Bazaarvoice, HootSuite, Buffer, and Google Analytics.
Excellent customer service, interpersonal, and relationship management skills.
Strong verbal and written communication, including active listening and reflection with the goal of gathering information, problem solving and diffusing difficult situations.
Ability to maintain professional behavior in stressful situations.
Ability to navigate between several computer screens (e.g., CRM Software such as Salesforce, ACD System such as Amazon Connect and Genesys, Email and Web Browser) while actively listening and entering customer information.

Social Media Customer Service Representative

Key skills