Customer Service Social Media Specialist

1 week ago

Tampa, United States B&T USA, LLC Full time

B&T USA is seeking a Customer Service Social Media Specialist to join our Service Team. The right candidate will thrive in a fast-paced work environment with the ability to multi-task while keeping the customer's satisfaction a priority. This employee will provide a 1st response to social media inquiries, concerns, feedback, and ensure B&T USA's voice is part of the ongoing online conversation.

Essential Duties and Responsibilities

  • Provide Social Media engagement on behalf of B&T USA.
  • Direct online concerns and inquiries to the Customer Service Zendesk portal.
  • Report on new and ongoing critical online social media issues to the Marketing Department.
  • Provide timely responses to social media inquiries.
  • Establish and manage a personal alert/notification system to ensure the employee is aware of all communication on major social media platforms.
  • Multitasking Social Media Responsibility with daily Customer Service duties during working hours.
  • Encourage appropriate comments to contact Customer Service when there is the potential to drive sales, resolve issues, showcase the B&T brand, etc.
  • Report on trends, issues, concerns, ideas, etc. to the Customer Service Director.
  • Ensure that B&T has an established company profile on all major and appropriate social media platforms.
  • Manage large amounts of incoming service calls.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Maintain up-to-date knowledge of our products.
  • Identify and assess customers' needs to achieve satisfaction.
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.
  • Provide accurate, valid, and complete information by using the right methods/tools.
  • Keep records of customer interactions, process customer accounts and file documents.
  • Follow communication procedures, guidelines, and policies.
  • Ensure that established service and quality standards are met daily.
  • Maintain work area in a clean, safe, and sanitary manner.
Required Education/Experience
  • High school diploma or GED required.
  • At least 1year of related experience preferably customer support experience or experience as a client service representative
  • Previous experience in the firearms industry, preferably in a retail FFL Firearm Location.
  • Extensive firearms knowledge required. Strong knowledge of B&T Products and Brand Direction preferred.
  • Strong phone contact handling skills and active listening.
  • Customer oriented and ability to adapt/respond to different types of characters.
  • Excellent communication, presentation and professional writing skills with the demonstrated ability and trust to be media facing.
  • Strong attention to detail, follow through and time management skills.
  • Ability to work independently and as part of a team.
  • Ability to multi-task, prioritize, and manage time effectively.
Work Environment:
  • Work performed in a fast-paced, office environment.
  • Must be able to access and navigate B&T's facilities.
Physical Requirements Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.
  • Required to lift up to 15lbs unassisted.
  • Regularly required to sit, stand, bend, reach and move about the facility.
  • Frequently required to stand; walk; reach with hands and arms; and stoop or crouch.
Job Type

Full Time - Hourly, Monday to Friday with ability to answer occasional communication after standard office hours

This is an on-site position based out of our Tampa, Florida, office

Benefits:
  • Company contributes 100% for employee HMO medical option.
  • Dental
  • Vision
  • 401(k) Retirement Savings Plan including a 4% matching contribution
  • Disability Plans
  • Company paid Life Insurance
  • Paid vacation and sick leave
  • Paid Holidays

B&T participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

All offers of employment at B&T are contingent upon clear results of a thorough drug and background check.

B&T provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, nation origin, pregnancy, disability status, protected veteran status, genetic information, sexual orientation, gender identity or expression, marital status or any other characteristics protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including advertising, recruiting, interviewing, hiring, placement, accommodations, promotion, termination, job assignments, layoff, recall, transfer, discipline, leave of absence, compensation, and access to benefits and training. All employment decisions are based strictly on job-related qualifications and abilities.

About B&T USA

B&T USA, a Florida-based firearms, suppressor, and accessories manufacturer operating under license of B&T AG SWITZERLAND, which was founded in 1991 as a designer and manufacturer of the industry's most advanced suppressors. Under the leadership of Karl Brgger, B&T AG has evolved into a world leader in the design, manufacture, and sale of the most technologically advanced, high-performance weapons systems in the world used globally by police, special forces, elite military units and private citizen consumers.

B&T USA and all our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules, and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for creating innovative solutions.

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