Social Media Customer Service
Echelon Fitness
Chattanooga, TN
The Echelon Team supports our customers, shoppers, retailers, and internal stakeholders through direct, scalable customer service best practices and technology. We are a driven team that works diligently to delight our community, improve customer service and provide a great experience to our customers.
The ideal candidate is someone who is passionate about delivering the best customer experience, is proficient using multiple social media channels, has a strong sense of empathy, and can help drive exceptional customer service by helping customers who reach out to Instacart through social media for assistance.
About The Job
- Monitor and respond to customers, shoppers, and other stakeholders across social media channels
- Solve customer issues using critical thinking, effective communication, and social customer service best practices
- Recognize and escalate high-profile customer issues
- Elevate the brand by using social media support best practices
- Identify opportunities and gaps in recommending proactive responses, shortcuts, and other social support content needs
- Stay up to date with the latest social media best practices and technologies
About You
- Associate or BA/BS degree in communications, marketing, social media, or related discipline, or equivalent experience and demonstrated expertise
- 1+ years experience in Social Media customer service or brand messaging
- Strong communication skills, with a priority on writing for social media and ability to translate processes and technical information into clear, useful, simple language
- Demonstrated ability to write according to style, grammar, punctuation, voice, and tone standards
- Understanding of customer support social media trends and best practices
- Demonstrated proficiency in using Facebook, Twitter, Instagram, LinkedIn, YouTube, Excel, Google Analytics, and scheduling tools
- Strong analytical, problem-solving skills and a passion for turning data into actionable insights
- Must be able to work weekends and evening hours during the week
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