About this role
Role Overview
- Respond to consumers who contact us via social media within our two-hour SLA window.
- Apply existing categorizations to inbound messages from consumers within our social media monitoring platform Sprinklr.
- Enter relevant consumer data obtained via social media into our case management system Astute.
- Resolve consumer issues according to existing Consumer Relations procedures.
- Add and/or edit information in Sprinklr as needed to keep the system up-to-date.
- Work with brand leaders to pull relevant data within the requested parameters across platforms in a timely manner.
Requirements
- Bachelor’s degree in Communications, Business Administration, Marketing, PR or English.
- Must have 2 to 4 years of experience in a customer service role.
- Must have previous experience with social media customer service
- Must be amenable to a full night shift schedule from 8pm to 5am.
Benefits
- N/A