Customer Service Representative (Social)

Aquent is partnering with a globally recognized leader in consumer goods, known for its innovative approach to engaging with customers across digital platforms. This company is dedicated to creating exceptional experiences and fostering strong connections with its diverse audience through cutting-edge digital strategies.

Are you a social media maestro with a passion for customer engagement? We are seeking a dynamic individual to join a vibrant team, where you will be the digital voice of our brand, directly shaping customer perception and loyalty. In this pivotal role, you will serve as a frontline digital advisor, transforming customer interactions into meaningful connections and influencing purchase decisions across popular social platforms. Your insights and direct engagement will not only resolve customer inquiries but also contribute directly to our digital strategy and product development, making a tangible impact on our brand's success and evolution.

What You'll Do

• Serve as a Digital Advisor across all social platforms by reactively engaging with fans and followers in a timely manner.
• Support public customer care channels (social, reviews, Q&A) by providing insight, strategy recommendations, and engagement as needed.
• Attend brand and customer care trainings, work sessions, and meetings to stay up to date with social strategies and best practices.
• Follow provided social FAQ documents for launches and key social moments.
• Compose custom responses that clearly address issues in a way that is understandable by the consumer.
• Recognize and recommend new ways to influence consumers in their purchase decisions.
• Alert critical customer complaints to internal teams and assist with problem-solving.
• Provide social content and engagement recommendations based on consumer feedback and trends.
• Stay up to date on new social media platforms, tools, and best practices, living in the social ecosystem and staying on top of emerging trends.
• Maintain 100% Reply Rate and established Response Time goals across social channels.
• Maintain consumer satisfaction and sentiment scores as established by the group.
• Monitor personal social performance metrics.
• Offer schedule flexibility to support the needs of the business, including weekends.
• Meet established quality standards in all contacts across all channels.
• Recognize opportunities for improvement in policies or processes and lead initiatives to reduce disruptions in service or detract from customer satisfaction.
• Document product issues in a way that the information can be used for product improvement or development.
• Accurately enter required information in internal customer relationship management systems and surveys to ensure data integrity.

What You'll Bring

• Bachelor's Degree.
• 1-2 years of social media engagement experience.
• Customer-obsessed mindset.
• Profound knowledge and experience with major social media platforms.
• Ability to work in a fast-paced, dynamic environment, both independently and as part of a cross-functional team.
• A sense of urgency with a high degree of flexibility, adaptability, resourcefulness, and responsiveness; willingness to work outside standard hours, including weekends.
• Ability to report back to internal teams to funnel insights into product/experience/content creation strategy.
• High level of organization, attention to detail, and a positive attitude.
• Exceptional writing skills.
• Excellent problem-solving ability.
• Proficiency in Microsoft applications including PowerPoint, Word, and Excel.

Bonus Points

• Customer Service experience desired.
• Interest in consumer brands, fashion, and/or lifestyle products.

About Aquent Talent

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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