[Hiring] Social Media Representative @Golden Pet Brands

Role Description

At Golden Pet Customer Care, our mission is to exceed customer expectations by prioritizing their needs and delivering exceptional experiences. As a key part of our contact center, you'll assist customers with inquiries about products, shipping, billing, and orders, aiming to excel in quality assurance, customer satisfaction, schedule adherence, call duration, and retention. In this Social Media Omni role, you'll not only meet customer expectations but also support team members and collaborate closely with Supervisors and Assistant Managers. This role will have split duties between Inbound Calls and Social Media Interactions.

• Provide exceptional support across our social media platforms while ensuring a seamless experience for our online community.
• Respond to comments and direct messages across multiple platforms in a timely and brand-aligned manner.
• Handle regular and escalated inbound calls for GPCC.
• Utilize strong de-escalation skills for challenging interactions.
• Communicate effectively, both verbally and in writing.
• Meet operational targets and foster a culture of teamwork.
• Use multiple systems simultaneously to resolve customer inquiries efficiently.
• Research and reconcile problems by clarifying customers’ concerns and determining root causes.
• Address customer complaints effectively, offering suitable solutions.
• Engage customers in reconsidering cancellation by highlighting benefits and informing them of available deals.
• Correct/update customer information accurately.
• Document all customer requests and actions taken on accounts.
• Efficiently fulfill customer order requests.
• Assist customers with order status inquiries and provide shipping information promptly.
• Meet standard contact center performance metrics.
• Provide customer feedback to management regarding products and trends.
• Follow communication procedures, guidelines, and policies.
• Assist representatives by providing guidance.
• Manage escalation calls with professionalism and efficiency.

Qualifications

• Customer Service Orientation: Strong orientation towards providing exceptional customer service.
• Phone Etiquette: Strong understanding of phone etiquette in customer interactions.
• Technical Skills: Proficiency in relevant tools, software, or equipment necessary for the role.
• De-Escalation: Ability to manage and resolve conflicts calmly and effectively.
• Confidentiality: Maintain strict confidentiality regarding customer information.
• Critical Thinking and Problem Solving: Strong critical thinking skills.
• Communication Skills: Strong written and oral communication skills.
• Adaptability: Thrive in a fast-paced environment.
• Work Independently: Capacity to work autonomously in a remote environment.
• Dependability: Excellent attendance & punctuality.
• Flexibility: Able to shift between Inbound Calls and Social Media Management.
• Attention to Detail: Strong attention to detail & accuracy.
• Stress Management: Effectively cope with job-related stressors.
• Relationship Building: Establish and maintain effective working relationships.
• Company Values & Environment: Contribute to a positive working environment.
• Organizational and Leadership Skills: Exceptional ability to organize tasks and lead peers.

Requirements

• 2+ years Customer Service in a Contact Center Setting.
• Internal candidates: must have at least 6 months tenure as a Customer Care Representative or Web Support Representative.
• No current disciplinary action(s), performing above expectations.
• Proficiency using windows-based applications, Google Suite, and Microsoft Office software programs.
• Working knowledge of call center systems and/or workflows.
• Experience in photo and comment moderation.

Required Education

• High school diploma.

Benefits

• Comprehensive healthcare coverage – 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus.
• 401k contributions matched up to 3.5%.
• 6 paid sick and mental health days.
• Employee Assistance Program and free weekly yoga and meditation classes.
• Employee Stock Ownership Plan.
• Reimbursements for a portion of personal cell phone and internet usage.
• Professional development opportunities.
• Charity sponsorships to make a positive impact on communities.
• Potential for quarterly KPI bonuses.
• Base salary range of $16.78-$20.19, plus bonus potential.