Customer Care Specialist

TEKsystems is partnering with a retail corporation in search for a customer care specialist. This position will provide support for customers who interact with company bands in social media, responding to issues and finding resolutions. Applicants with a strong customer service skills and experience working in social media platforms are encouraged to apply.

Description

• Counsels social media communications team on current customer issues such as recalls, trending topics, promotional programs and events.
• Collaborates with social media team and retail communications specialist to create scripts, paragraph/letter libraries to facilitate a consistent voice to consumers across all communication channels.
• Reviews social media monitoring system and public sites/blogs
• Researches and responds to customer complaints and inquiries, entering key information into customer contact management system.
• Accesses customer profiles via database in order to answer promotion inquiries, updates customer personal information as needed.
• Makes judgments that reflect our responsibility to customers with respect to appropriate refunds/reimbursements.
• Initiates company action/response to consumer complaints.
• Collaborates with supervisor, communications staff and member/retail staff as needed to assure resolution of customer problems.
• Makes decisions on routing/forwarding of customer comments to representatives.
• Develops responses to complaints and inquiries appropriate for use in social media outlets.

Qualifications

• Prior customer support experience in a corporate environment
• Bachelor's degree preferred
• Working knowledge of social media platforms (i.e. Facebook, Twitter, Reddit, YouTube, Instagram, Tumblr, Google+, LinkedIn, Pinterest, and Snapchat)
• Working knowledge of customer contact management systems.
• Strong communication skills, written and verbal
• Computer literate and technically proficient in MS Office, internet, and mobile applications.

Additional Details:

• Monday-Friday
• 8:30am-5pm
• On-site position
• Contract role- expected 6+ months