Social Media Representative

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $16 - $20 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💕 Social Media Manager

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Golden Pet Brands

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🍽️ Food & Beverage

🏭 Manufacturing

👥 B2C

Food & Beverage • Manufacturing • B2C

Golden Pet Brands is a vertically integrated pet nutrition company founded in 2017 that makes minimally processed, nutrient-dense food for dogs and cats. The company operates multiple in-house U. S. manufacturing facilities and produces freeze-dried raw, air-dried, and supplement products across three expert-led brands (Dr. Marty Pets, Badlands Ranch, and Ultimate Pet Nutrition). Golden Pet Brands sells through independent and national pet specialty retailers as well as direct-to-consumer channels, and emphasizes real ingredients, minimal processing, and veterinary partnership.

📋 Description

• Assist customers with product, shipping, billing, order, and account inquiries • Split duties between inbound calls and social media interactions • Respond to comments and direct messages across multiple platforms in a timely, professional, and brand-aligned manner • Handle regular and escalated inbound calls using strong de-escalation skills • Use multiple systems simultaneously to resolve inquiries efficiently • Research issues, determine root causes, and explain suitable solutions • Address complaints and offer solutions or alternatives • Support cancellation reconsideration by communicating benefits, deals, and promotions • Correct and update customer information and document account requests and actions • Fulfill customer orders and assist with order status, shipping, refunds, exchanges, and reships • Meet contact center performance metrics, including quality assurance, customer satisfaction, schedule adherence, call duration, and retention • Provide feedback to management on products, trends, and customer issues • Follow communication procedures, guidelines, and policies • Assist representatives with guidance and day-to-day support • Manage escalation calls and escalate complex issues appropriately • Monitor and manage social media interactions according to community guidelines • Ensure communications reflect the company voice, image, and values • Moderate comments, photos, and reviews across blog posts, surveys, and social platforms • Conduct comment and message sweeps for policy compliance • Monitor brand-page response times and escalate urgent items • Update saved responses and correct formatting or spelling errors for macro projects • Maintain feedback documents and reports • Support leadership with regular reporting and task tracking • Document recurring customer issues, insights, and trends for process improvement • Provide side-by-side support and act as a resource for peers

🎯 Requirements

• Strong customer service orientation • Strong understanding of phone etiquette • Proficiency with basic computer applications, including email, word processing, and web browsers • Ability to manage and resolve conflicts and high-stress situations using de-escalation, active listening, empathy, and clear communication • Maintain strict confidentiality regarding customer information • Strong critical thinking and problem-solving skills • Strong written and oral communication skills • Ability to adapt quickly in a fast-paced environment • Ability to work autonomously and manage tasks in a remote environment • Excellent attendance and punctuality; regular attendance is essential • Ability to shift between inbound calls and social media management based on business needs • Strong attention to detail and accuracy • Ability to manage job-related stressors • Ability to establish and maintain effective working relationships • Ability to contribute to a positive working environment and exemplify company values • Exceptional organizational and leadership skills • 2+ years of customer service experience in a contact center setting • High school diploma • Preferred: proficiency with Windows-based applications, Google Suite (Sheets, Docs), Microsoft Office, Excel, and Word • Preferred: working knowledge of call center systems and workflows • Preferred: experience in photo and comment moderation

🏖️ Benefits

• Comprehensive healthcare coverage – 100% of premiums covered for medical, dental, and vision plans for employee-only plans • Annual bonus • 401(k) contributions matched up to 3.5% • 6 paid sick and mental health days • Employee Assistance Program • Free weekly yoga and meditation classes • Additional mental health benefits • Employee Stock Ownership Plan • Reimbursements for a portion of personal cell phone and internet usage for eligible employees • Professional development opportunities with mentorship and continuous learning programs • Performance-based pay increases • Charity sponsorships and community impact opportunities • Potential for quarterly KPI bonuses