What We're Looking For

Desired Education

General Knowledge

• Fluent in English (written and verbal). Resume must be in English to be considered.
• Customer service experience & proven interest in long-term customer service field/career (this is a long-term position where you can grow with our team!)
• Solid understanding of the internet and social media
• Strong writing/grammatical skills as well as ability to present information and ideas logically and clearly; keen eye for detail also required.
• Must have high-speed internet and smartphone with WiFi capabilities / ability to use social media apps for business purposes

Qualities

• Customer-centric mentality & passion for delighting customers
• Strong commitment to getting things done
• Dedication to delivering high-quality and defect-free work to clients
• Ability to work well in a high-concurrency environment (many projects)
• Capable of individual “deep work” as well as the ability to collaborate with a team to complete projects rapidly
• Strong time-management skills and ability to meet deadlines consistently
• Ability to take direction well, but also make decisions and take initiative
• Strong communication skills
• Up-to-date on the latest web technologies
• Professional and dependable, with a solid work ethic
• Detail-oriented with a dedication to quality
• Self-motivated
• Problem solver

Experience

What You'll Do

Responsibilities

• Providing excellent customer care services for each business that we work with and cultivate a unique connection with their audiences through computer and mobile phone customer service.
• Monitor activity on a high volume of client social profiles 1-3x daily.
• Utilize native social network monitoring dashboards and inboxes (Facebook, Twitter, Instagram, LinkedIn, YouTube, Blogs, Pinterest, etc.) as well as any third-party tools to monitor activity.
• Utilizing standard operating procedures, template responses and own judgment/critical thinking to resolve or escalate online questions or concerns.
• Utilizing available data and research to answer audience comments and direct messages.
• Collaborating with account manager to address unique inquiries and situations if/when needed
• Understanding and adopting brand voice to engage with audience and promote brand personality
• Ability to independently seek out answers and perform research and analysis to determine the best approach and response
• This position requires 40 hours of remote availability per week during our standard office hours (8am to 6pm EST)
• Requires reliable internet access

Percentage Breakdown

Training