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Social Media Support Specialist

4 months ago

Ocoee, United States Westgate Resorts Full time

**Company Description** About Westgate Resorts**
Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there

**Starting rate of pay: $20.00 / hour**

**Essential Duties and Responsibilities**:

- Respond to comments concerning support issues made on our social media & reputation channels in a timely, friendly, and professional manner, to educate and create positive connections with our customer community.
- Maintain and become the brand voice and vision throughout all conversations
- Respond to requests for assistance and/or possible reservation changes
- Redeem Certificates and assist in booking returning customers.
- Maintain the highest level of professionalism while managing sensitive issues
- Follow up frequently with customers throughout the life of their complaint to ensure resolution.
- Develop a friendly rapport with customers, often in 140 characters or less
- Manage your time, recording it accurately and inputting it according to the company’s quality standards.
- Research complex and escalated situations and recommend solutions.
- Identify trends and communicate to the lead agent.
- Performs other duties assigned.

**Qualifications**
To perform this job successfully, an individual must be able to perform each essential duties and responsibilities satisfactorily. Additionally, the person must possess and adhere to the following core company values:

- Integrity
- Passion
- Work Ethic

**Skills/Knowledge**:

- Stellar customer service and/or social media skills - and an overwhelming desire to make lives better, one interaction at a time
- Knowledgeable in company systems such as MR, CSD, and SAMS is not required but preferred
- Excellent communication skills, both written and verbal
- Excellent spelling and grammar skills
- Strong listening/comprehension skills with the ability to recognize and deescalate a situation if need be
- Ability to complete all tasks with minimum supervision must be a self-starter
- Excellent problem-solving skills
- Strong attention to detail and commitment to good service
- Ability to work a flexible schedule including evenings, weekends, and holidays depending on when coverage is needed

**Education and/or Experience**:
One year certificate from college or technical school plus two years of related experience and/or training; or equivalent combination of education and experience.

**Technical Skills**:

- Experience in chat-based customer service or care (or equivalent call center customer service experience)
- Sprout Social experience is a plus, but not required

**Additional Information**

**Why Westgate?**
- Comprehensive health benefits - medical, dental and vision
- Paid Time Off (PTO) - vacation, sick, and personal
- Paid Holidays
- 401K with generous company match
- Get access to your pay as you need it with our Daily Pay benefit
- Family benefits including pregnancy, and parental leave and adoption assistance
- Wellness Programs
- Flexible Spending Accounts
- Tuition Assistance
- Military Leave
- Employee Assistance Program (EAP)
- Life, Disability, Accident, Critical Illness & Hospital Insurance
- Pet Insurance
- Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
- Advancement & development opportunities
- Community Involvement Programs