General Purpose: Assist customers by answering questions, helping with vehicle support, and marketing support. Servicing customers on Facebook, Twitter, Instagram pages as well as other social platforms.
Major Job Duties And Responsibilities
Answer inbound comments from customers in need of assistance from Social Media platforms including Facebook, Twitter, Instagram, Google Play, App Store
Create and manage cases for customers needing more complex assistance.
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.
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 customer-centric 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 (+) year experience in customer service related profession
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)