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Social Media Customer Relationship Specialist

Job Title
Social Media Customer Relationship Specialist
Job ID
27366240
Location
Detroit,  MI 48243
Other Location
Description

Social Media Customer Relationship Specialist (CRS)

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

Major Job Duties and Responsibilities

  • 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 case load, 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

Required Skills/Experience

  • 1+ years’ experience in customer service related profession
  • 1 + years’ of social platform experience
  • Computer navigation and typing proficiency
  • Strong reading comprehension and written communication skills

Required Education/Training/Certifications/Licenses

  • Bachelor’s Degree (successful candidates have a four-year degree in English, marketing, business, journalism, communications or similar concentration)

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