Social Media Customer Service Representative
hace 1 mes
Job Summary
The Social Media Customer Service Specialist at Assurant is a key member of our customer-facing team, responsible for identifying customer inquiries and needs within relevant social media conversations. This role requires strong communication and problem-solving skills, as well as the ability to work effectively in a team environment.
Key Responsibilities
Customer Engagement and Case Management
- Prioritize and respond to social media and review posts from customers, applicants, and vendors, ensuring compliance with strict SLAs.
- Engage with customers across various social channels, including B2B, B2B2C, and D2C.
- Determine the best course of action and escalate issues to relevant teams within a complex product and organizational structure.
- Own the social case management process within our enterprise social media management tool.
Community Management
- Analyze and identify relevant social media conversations globally, leveraging social listening and multiple channels.
- Tag conversations accurately to provide insightful reporting across lines of business, products, and regions.
Cross-functional Collaboration
- Collaborate with global cross-functional teams to ensure case resolution, including claims operations, customer service, marketing, HR partners, and product/services/logistics teams.
- Provide social media best practices and information to key stakeholders identified through social listening.
Qualifications
- Bachelor's degree in Marketing, Communications, New Media, Business, or a related field.
- Minimum 2 years' professional experience in marketing, communications, digital, or social media.
Requirements
- Excellent verbal, written, and interpersonal communication skills.
- Ability to work effectively in a team environment and across all organizational levels.
- Proven ability to manage multiple projects concurrently.
- Strong attention to detail.
Work Schedule
12 - 9 PM EST, core US holidays off.
For further information about Assurant, please visit our website.
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