Tier 3 Customer Service Agent

Company: HGS US - Nationwide
Location: Naperville
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 HGS8) -- -- -- -- -- --Responsible for high-profile social media response management, data quality, reporting, calibrations, and general social media customer care9) -- -- -- -- -- --Responsible for data quality, reporting, calibrations, and general social media customer care10) -- -- --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 customers11) -- -- --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. Keywords: Customer Service Representative, Location: Naperville, IL - 60540

Keywords: HGS US - Nationwide, Naperville , Tier 3 Customer Service Agent, Sales , Naperville, Illinois