Social Media Agent – Consumer Products Team

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💕 Social Media Manager

🚫👨‍🎓 No degree required

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Stafford Communications Group

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1995

🏥 Healthcare

💼 Consulting

📣 Marketing

Healthcare • Consulting • Marketing

Stafford Communications is a division of Premier BPO that specializes in providing comprehensive call center outsourcing services, consulting, and compliance for regulated industries. With nearly 25 years of experience, the company serves a diverse range of sectors, including healthcare, pharmaceuticals, beauty, and food products. Stafford Communications focuses on optimizing customer service initiatives and ensuring they are aligned with marketing programs. The company offers state-of-the-art technology and expert teams to improve customer experiences and streamline call center processes globally from its offices in the USA and Canada.

📋 Description

• Monitor and respond to customer inquiries, complaints, comments, and messages across multiple social media platforms using community management tools • Review and moderate social media posts, ensuring accuracy and removing inappropriate or off-brand material • Deliver high-quality, empathetic service by professionally handling sensitive situations and diffusing upset customers • Communicate using the client’s brand voice and tone across all interactions • Create, follow up on, and escalate cases in the system as needed • Maintain strong product knowledge to provide accurate and helpful responses to customers • Complete high-quality, detail-oriented work by following established SOPs • Manage incoming calls related to social media inquiries and support broader customer service phone lines during high-volume or event-driven periods • Accept and apply feedback and adapt communication styles as appropriate

🎯 Requirements

• Minimum of 2 years' experience as a social media representative or similar role • Ability to use social media platforms including Twitter, Facebook, Instagram, LinkedIn, and Google+ • Working knowledge of social media tools including Sprout, Bazaarvoice, HootSuite, Buffer, and Google Analytics • Excellent customer service, interpersonal, and relationship management skills • Strong verbal and written communication, active listening, information gathering, problem solving, and conflict de-escalation skills • Ability to maintain professional behavior in stressful situations • Ability to navigate multiple computer screens while listening and entering customer information • Experience with CRM software such as Salesforce and ACD systems such as Amazon Connect and Genesys • Ability to work Monday through Sunday, 9am–6pm EST, including rotational weekends and holidays • Ability to follow established SOPs and produce accurate, detail-oriented work