Social Media Customer Service Representative - Call Center Remote

Be the next: Social Media Customer Service Representative - Call Center Remote Premier NX is the expert in providing Customer Experience Solutions. We are the next evolution for our clients and your career. Our clients include many prestigious brands in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies. As a Social Media Customer Service Representative, you will contribute to Premier NX's success by supporting our client's customers through social media interactions. Come join us! Why Work with Us: We are a place for people who love to help people. We provide customer service to some of the nation's most prominent brands. We are experts in regulated industries and help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their consumers with exceptional experiences. Our job is to make a positive impact on a consumer's life, at every single opportunity. We have a passion for the products we support. We are committed to superior account management and continual improvement. Just as important is our commitment to corporate values. We are looking to hire a team of Social Media Customer Service Representatives to join our growing Consumer Products Account Team. This position is based in New Providence, NJ and will work remotely. What You Will Be Responsible for as a Social Media Customer Service Representative:

• Monitor and respond to customer inquiries, complaints, comments, and messages across multiple social media platforms using community management tools.
• Review and moderate social media posts, ensuring accuracy and removing inappropriate of off-brand material.
• Deliver high-quality, empathetic service, by professionally handling sensitive situations and diffusing upset customers.
• Communicate using the client's brand voice and tone across all interactions.
• Create, follow up on, and escalate cases in the system as needed.
• Maintain strong product knowledge to provide accurate and helpful responses to customers.
• Demonstrate strong written communication by using correct grammar and word choices.
• Complete high-quality, detail-oriented work by following established SOPs.
• Accept and apply feedback with a willingness to adapt communication styles as appropriate.

Requirements

We Need People Who Are Great at:

• Working collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment.
• Communication, organization, and being a team player.
• Excellent interpersonal skills and the ability to work with staff with diverse backgrounds and perspectives on the use of technology in a variety of learning capacities.
• Demonstrating a high level of sensitivity, empathy, and patience with each consumer.

What You Will Need:

• A minimum of 2 years' experience as a social media representative, or a similar role.
• Ability to effectively use a variety of social media platforms, such as Twitter, Facebook, Instagram, LinkedIn, and Google+.
• Working knowledge of social media tools, such as TalkWalker, Sprout, HootSuite, Buffer, and Google Analytics.
• Excellent customer service, interpersonal, and relationship management skills.
• Strong verbal and written communication including active listening and reflection with the goal of gathering information, problem solving and diffusing difficult situations.
• Ability to maintain professional behavior in stressful situations.
• Ability to navigate between several computer screens (e.g., CRM Software such as Salesforce, ACD System such as Amazon Connect and Genesys, Email and Web Browser) while actively listening and entering customer information.

Together, we can offer endless possibilities! What is next for you? We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status. Apply tot his job Apply To this Job