Social Media Customer Relationship Specialist

n nSocial Media Customer Relationship Specialist (CRS)n nGeneral Purpose: Responsible for customer assistance and marketing support service to customers on Automotive Forums, Twitter and Facebook pages as well as other social platformsn n Major Job Duties And Responsibilitiesn Monitor Social Media platforms including Facebook, Twitter, automotive enthusiast forums as well as others, and identify opportunities to engage with customers and deliver superior customer support and brand engagement Manage existing case load, complete follow-up tasks and achieve operational metrics Adhere to standard work processes and contribute to efficiencies and improvements when possible Proactively identify sales leads and educate in-market customers on product functionality and services Respond to customer enthusiasm posts in order to increase conversation, page participation and build a closer connection with customers Effectively and accurately document customer interaction Provide proactive support to consumers requesting assistance with dealer, vehicle locates and product concerns / inquiries.

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 concurrent activities n n Required Skills/Experiencen 1+ years’ experience in customer service related profession 1 + years’ of social platform experience Computer navigation and typing proficiency Strong reading comprehension and written communication skills n Required Education/Training/Certifications/Licensesn Bachelor’s Degree (successful candidates have a four-year degree in English, marketing, business, journalism, communications or similar concentration)