Social Media Support Specialist
2 weeks ago
The Social Media Support Specialist will assist with customer service through email, online chats, surveys, reviews, or social media platforms like Sprout Social to customers with questions, concerns, or confusion about a particular product or service.
The ideal candidate will have a positive attitude, know how to exercise sound judgment, and be a true team player. You'll also be able to think and react quickly with a curious, can-do mindset. As the voice of the brand, a strong relationship between our guests and their experience starts with you
Essential Duties and Responsibilities:
Responsible for customer service inquiries through email, Sprout Social and other social media and reputation management sites.
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.
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