Customer Service Representative II, New Jersey

The Fountain Group is currently seeking a Social Media Engagement Specialist for a prominent client of ours. This position is located in Berkeley Heights, NJ. Details for the position are as follows:

Job Description:

$31.34/HR to start! W2 

Hybrid schedule M-F 9AM - 5:30 PM (3 days onsite (very flexible), 2 days remote)

12- month contract (Potential to extend/convert based on performance/budget)

Responsibilities include:

Serve as a Digital Beauty Advisor across all social platforms by reactively engaging with fans and followers on a timely manner (TikTok, Facebook, Instagram, Twitter)

Support le Care public channels (social, R&R, Q&A) by providing insight, strategy recommendations and engagement as needed

Attend brand and Care trainings, work sessions and meetings to stay up to date with social strategies and best practices

Follow Brand and Care provided social FAQ documents for launches and key social moments

Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer

Recognizes and recommends new ways to influence consumers in their purchase decision

Alert critical customer complaints to internal Care and Brand teams and assist with problem solving

Provide social content and engagement recommendations based on consumer feedback and trends

Stay up to date on new social media platforms, tools and best practices

Live in the social ecosystem, stay on top of emerging trends in the landscape

Responsiveness

Maintain 100% Reply Rate and established Response Time goals across social channels

Maintain consumer satisfaction and sentiment scores as established by the group

Monitor personal social KPI’s using Sprinklr

Offers schedule flexibility to support the needs of the business which included weekends

Meets established quality standards in all contacts across all channels

Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative to reduce disruptions in service or detract from customer satisfaction.

LE CARE TECHNOLOGY SUITE

Documents product issues in a way that the information can be used for product improvement or development

Accurately enters required information in the CRM and surveys to ensure data integrity

 

Qualifications:

Minimum Bachelors degree required. 

1-2 years’ social media engagement experience

Customer Service experience desired

Customer obsessed mindset

 

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