Social Media Representative

Creating a world where pets live longer, healthier lives, from their very first meal.

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We’re Looking For A(n): Social Media Representative

Location: Remote

What You’ll Be Doing: At Golden Pet Customer Care, our mission is to exceed customer expectations by prioritizing their needs and delivering exceptional experiences. As a key part of our contact center, you'll assist customers with inquiries about products, shipping, billing, and orders, aiming to excel in quality assurance, customer satisfaction, schedule adherence, call duration, and retention. In this Social Media Omni role, you'll not only meet customer expectations but also support team members and collaborate closely with Supervisors and Assistant Managers. This role will have split duties between Inbound Calls and Social Media Interactions. You will provide exceptional support across our social media platforms while ensuring a seamless experience for our online community. Your responsibilities will include responding to comments and direct messages across multiple platforms in a timely and brand-aligned manner, handling regular, and escalated inbound calls for GPCC. Strong de-escalation skills are crucial for handling challenging interactions. Effective verbal and written communication skills are paramount. Success in this role is measured by meeting operational targets and fostering a culture of teamwork, including assisting representatives and providing guidance as needed. Teamwork and collaboration within the GCC team are essential to achieving our customer satisfaction goals.

Use multiple systems simultaneously to resolve customer inquiries efficiently

Research and reconcile problems by clarifying the customers’ concern, determining the root cause of the issue, and explaining the best solution to resolve the issue satisfactorily

Address customer complaints effectively, offering suitable solutions and alternatives to ensure swift resolution and customer satisfaction

Engage customers in reconsidering cancellation by highlighting benefits and informing them of available deals and promotions, aiming to retain their loyalty and satisfaction when applicable

Correct/update customer information accurately as needed to ensure current and reliable records

Document all customer requests and actions taken on the customer’s account to ensure comprehensive and precise account records

Efficiently fulfill customer order requests to enhance their experience and encourage repeat business

Assist customers with order status inquiries and provide shipping information promptly to enhance their confidence in our service and ensure a positive experience

Meet standard contact center performance metrics to uphold the quality of service provided to customers and enhance overall customer satisfaction

Provide customer feedback to management regarding products, trends, and customer issues to facilitate continuous improvement and enhance overall customer satisfaction

Follow communication procedures, guidelines, and policies to maintain consistency and professionalism in interactions with customers, thereby enhancing their experience and fostering customer satisfaction

Assist representatives by providing guidance to help them resolve inquiries and navigate processes effectively, ensuring efficient and accurate customer service

Manage escalation calls with professionalism and efficiency to ensure timely resolution of customer issues and concerns, maintaining high customer satisfaction

Social Media and Community Management Responsibilities

Open and maintain customer accounts by accurately recording and updating account information; process reships or refunds as defined by policy

Assist customers with order placement, refunds, exchanges, and general inquiries

Communicate current promotions, deals, and relevant product information to customers

Respond to public and private messages in a timely, professional manner that aligns wi