We are seeking a dedicated Customer Care Social Media Specialist to join our team in Edison, New Jersey. This is a long-term contract position where you will play a pivotal role in engaging with customers across various social media platforms, ensuring their concerns are addressed with attention to detail and care. The role requires a hybrid schedule, working four days in the office and one day remotely, with occasional weekend shifts conducted remotely.
Responsibilities:
• Monitor and respond to customer inquiries and complaints on social media platforms, maintaining an attentive and consistent corporate voice.
• Collaborate with the corporate communications team to draft responses and develop content that addresses customer concerns effectively.
• Research and analyze customer feedback from public sites and blogs to identify trends and escalate issues as necessary.
• Provide resolutions to customer complaints, including issuing refunds or goodwill gestures within established guidelines.
• Use the Price Plus database to access customer profiles, update information, and address inquiries related to promotions.
• Advise the social media communications team on trending topics, recalls, and promotional programs to ensure alignment with customer needs.
• Create scripts and response libraries to maintain a unified voice across all communication channels.
• Track and report social media trends and customer concerns to help guide decision-making and improve customer satisfaction.
• Develop educational and consumer-facing content to proactively address issues and enhance brand reputation.
• Support the customer care team by sharing knowledge of current social media promotions and campaigns.
• Proven experience in customer service, ideally within a call center or social media-focused environment.
• Strong familiarity with social media platforms and their functionality.
• Exceptional written communication skills with the ability to maintain a detail-oriented approach in social interactions.
• Ability to analyze and address customer concerns effectively while adhering to company guidelines.
• Experience using customer databases, such as Price Plus, for profile management and inquiry resolution.
• Adept at handling refunds, reimbursements, and goodwill gestures within established limits.
• Strong collaboration skills to work closely with corporate teams and retail staff.
• Ability to monitor and report on social media trends and consumer concerns.
TalentMatch
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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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