Experienced Social Media Customer Service Representative – Call Center Remote
At arenaflex, we're passionate about delivering exceptional customer experiences that drive business growth and loyalty. As a leading provider of Customer Experience Solutions, we're seeking a talented Social Media Customer Service Representative to join our growing Consumer Products Account Team. If you're a customer-centric individual with a passion for social media and a knack for resolving complex issues, we want to hear from you!
Why Join arenaflex?
At arenaflex, we're more than just a company – we're a community of like-minded individuals who share a common goal: to make a positive impact on our customers' lives. Our team is dedicated to providing superior account management and continual improvement, ensuring that our clients' customers receive exceptional experiences across all touchpoints. We're committed to our corporate values and strive to create a work environment that's inclusive, supportive, and empowering.
What You'll Be Responsible for as a Social Media Customer Service Representative:
As a Social Media Customer Service Representative, you'll play a critical role in supporting our clients' customers through social media interactions. Your responsibilities will include:
* Monitoring and responding to customer inquiries, complaints, comments, and messages across multiple social media platforms using community management tools.
* Reviewing and moderating social media posts, ensuring accuracy and removing inappropriate or off-brand material.
* Delivering high-quality, empathetic service by professionally handling sensitive situations and diffusing upset customers.
* Communicating using the client's brand voice and tone across all interactions.
* Creating, following up on, and escalating cases in the system as needed.
* Maintaining strong product knowledge to provide accurate and helpful responses to customers.
* Demonstrating strong written communication by using correct grammar and word choices.
* Completing high-quality, detail-oriented work by following established SOPs.
* Accepting and applying feedback with a willingness to adapt communication styles as appropriate.
Requirements:
We're looking for individuals who are great at:
* Working collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment.
* Communication, organization, and being a team player.
* Excellent interpersonal skills and the ability to work with staff with diverse backgrounds and perspectives on the use of technology in a variety of learning capacities.
* Demonstrating a high level of sensitivity, empathy, and patience with each consumer.
What You'll Need:
* 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 TalkWalker, Sprout, 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.
What We Offer:
At arenaflex, we're committed to providing a comprehensive benefits package that includes:
* Competitive salary and bonus structure
* Comprehensive health, dental, and vision insurance
* 401(k) matching program
* Paid time off and holidays
* Opportunities for professional growth and development
* Collaborative and dynamic work environment
How to Apply:
If you're a motivated and customer-focused individual who is passionate about social media and customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!
Equal Opportunity Employer:
arenaflex is an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.
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About arenaflex
arenaflex is a leading provider of Customer Experience Solutions, dedicated to delivering exceptional customer experiences that drive business growth and loyalty.
Our Mission
Our mission is to make a positive impact on our customers' lives by providing superior account management and continual improvement, ensuring that our clients' customers receive exceptional experiences across all touchpoints.
Our Values
We're committed to our corporate values, which include:
- Inclusivity: We believe in creating a work environment that's inclusive, supportive, and empowering.
- Customer Focus: We're passionate about delivering exceptional customer experiences that drive business growth and loyalty.
- Collaboration: We work collaboratively and effectively to achieve our goals.
- Continuous Improvement: We're committed to continually improving our processes and services to meet the evolving needs of our clients and customers.
Why Join arenaflex?
At arenaflex, we offer a comprehensive benefits package, including:
- Competitive salary and bonus structure
- Comprehensive health, dental, and vision insurance
- 401(k) matching program
- Paid time off and holidays
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
How to Apply
If you're a motivated and customer-focused individual who is passionate about social media and customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications.
Equal Opportunity Employer
arenaflex is an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.
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