Social Media Customer Relationship Specialist (CRS) - REMOTE

Social Media Customer Relationship Specialist (CRS) - REMOTE

Responsibilities

• General Purpose : Responsible for customer assistance and marketing support service to customers on Automotive Forums, Twitter, and Facebook pages as well as other social platforms
• Monitor Social Media platforms including Facebook, Twitter, automotive enthusiast forums as well as others, and identify opportunities to engage with customers and deliver superior customer support and brand engagement
• Manage existing caseload, 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
• Respond to customer enthusiasm posts in order to increase conversation, page participation and build a closer connection with customers
• 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 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

Job Specification

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