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Tier 3 Customer Service Agent

Company: HGS US - Nationwide
Location: Rockford
Posted on: April 9, 2021

Job Description:

HGS is seeking an enthusiastic Social Media Care Advocate to act as a brand advocate throughout multiple social media platforms. This person will work closely with the HGS social media customer care leadership to address customer inquiries, concerns, suggestions, appreciation, or requests--across multiple social media platforms. Nature of customer concerns includes but are not limited to--experience and--quality. The Social--Media Care Advocate understands the importance of responding to these messages in as near real time as possible.-- The ideal candidate is driven, creative, has excellent multi-tasking skill, strong grammar, punctuation and writing skills and in-depth experience with managing social media and online communities.-- --
ORGANIZATIONAL PLACEMENT: Reports To: Team Leader, Social Media Operations Manager & Director of HGS Operations -- -- Principal Duties and Responsibilities: 1)------------Responsible for customer support and answering questions via multiple social media--platforms on behalf of the brand--while utilizing HGS social media management tools. 2)------------Listening, monitoring, responding and engaging with customers within an established timeframe set by the client. 3)------------Become an advocate for the company across--multiple social media platforms, engage social media conversations and answer questions where appropriate. 4)------------Identifying trends happening on multiple social media platforms as well as communicating potential PR crises, threats or opportunities and notifying HGS leadership immediately. 5)------------Addressing escalated inquiries and creating cases for the customer resolutions team while communicating with HGS leadership regarding customer identified issues. 6)------------Identify how customers compare client--to competition on social media. 7)------------Be able to skillfully handle higher level social media contacts along with understanding when potential PR issues, threats or opportunities need to be escalated to leadership within HGS 8)------------Responsible for high-profile social media response management, data quality, reporting, calibrations, and general social media customer care 9)------------Responsible for data quality, reporting, calibrations, and general social media customer care 10)------Responsible for handling escalated communications from Tier 1 and Tier 2 agents that are of a sensitive nature and/or dealing with high level of influence customers 11)------Responsible for both tier 1 and tier 2 level work as well as any crisis management and campaign management.-- 12)------Responsible for working closely with the clients Social Media and Marketing teams to ensure success for overall social media operation. 13)------Will act as a liaison to address urgent campaign and engagement needs.-- 14)------Assist HGS Leadership with any special projects as required. -- The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.-- They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.-- Employees in this job may perform other duties as assigned.-- In addition to the above, all HGS employees are expected to: -- * Promote teamwork and cooperative effort.-- * Help train and give guidance to other HGS employees.-- * Maintain a clean, safe, and unobstructed work area, and practice good safety habits.-- * Provide internal and external customers with the highest quality service. -- -- Minimum jOB Requirements: (Education, Experience, Skills) ----------------H.S Diploma required. Degree in marketing, communication or relate field preferred.----------------Experience in social media management, marketing or public relations required----------------1-2 years of customer service and/or customer relations experience required.----------------Experience dealing with high level/profile contacts in a customer service or social media environment----------------Minimum typing speed of 25 wpm.----------------Demonstrated ability to communicate effectively both verbally and in writing.----------------Demonstrated the ability to follow a process from beginning to end and find ways to increase efficiency while still maintaining strong quality standards.----------------Demonstrated ability to present and communicate to the leadership level of the organization----------------Strong knowledge of computer applications including: Microsoft Office and Internet Explorer.----------------Demonstrate winning customer service techniques.------------------Identify potential negative or crisis situation and escalate as appropriate while applying conflict resolution principles to mitigate issues.----------------Demonstrated organizational skills. -- CHAMPION COMPETENCIES: Uses Sound Judgment & Makes Decisions Wisely -- Asks questions of team members and HGS leadership to identify critical issues.-- Understands the impact of a decision on customers and HGS.-- Knows when to seek direction with an issue or problem and/or to gain understanding about the impact of an action or decision. Shows Initiative -- -- Proactively seeks solutions to problems before being asked. Initiates self-development efforts and seeks job enrichment opportunities. Promotes Teamwork -- Participates on cross functional teams.-- Provides knowledge about multiple projects, products and/or customers to increase team member understanding.-- Helps others improve individual contributions as a team member.-- Communicates Effectively -- -- Listens and converses with a variety of audiences.-- Extracts key issues from others by asking the right questions.-- Able to present information and ideas in a cohesive and logical manner. Embraces Differences -- -- Takes accountability for own progress and seeks to continually improve. Responds to others' varying needs. Appreciates differences among team members. Drives Customer Focus -- Identifies opportunities to exceed the expectations of customers.-- Establishes and nurtures strong sustainable collaborative relationships with internal and external customers. Designs internal work processes to improve customer service. Adds value to the organization by providing exemplary customer service.-- Follows up, gets help from others when necessary.-- PandoLogic.Category: Customer Service, Keywords: Customer Service Representative

Keywords: HGS US - Nationwide, Rockford , Tier 3 Customer Service Agent, Hospitality & Tourism , Rockford, Illinois

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