Overnight Social Care Advisor Location: Remote, should be located within the Metro Detroit area.
Serves as the frontline to ensuring customers and fans are responded to and engaged with in a timely manner during the 12-8am shift. This individual will have access to tools that will enable her/him to provide the best customer service. Major Job Duties and Responsibilities
Responsible for moderating queues and engaging with Care inquires
Effectively and accurately document customer interaction
Provide proactive support to consumers requesting assistance with dealer, vehicle locates and product concerns / inquiries.
When appropriate, promote sales and lead captures for the client by accurately and enthusiastically responding to consumer questions about products, features, benefits, incentives, and promotions.
Participate in any required training/industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required.
Provide exceptional service to all internal and external customers.
Adhere and contribute to defining processes that produce best-in-class social consumer care experiences, focusing on constant improvement and a value-based approach.
Utilize correct tools to efficiently manage a number of often concurrent activities
Provide Goodwill when appropriate
Interact with marketing and PR as needed for customer care and support
Effectively manage a number of open customer cases providing a resolution within a timely manner
Required Skills/Experience
1+ years' experience in customer service related profession
Expertise with social media platforms such as Facebook, Twitter, Instagram and Forums
Computer navigation and typing proficiency
Excellent verbal and written communications skills to effectively communicate to internal and external stakeholders
Experience with social media monitoring tools: Oracle, Siebel, etc.
Attention to detail with strong project management and prioritization skills
Microsoft Excel, Microsoft Word and PowerPoint skills and proficiency