Tier 3 Customer Service Agent
Company: HGS US - Nationwide
Location: Rockford
Posted on: April 9, 2021
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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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