Job Description

Epitec

POSITION:

Social Media Specialist

JOB TYPE:

Contract

LOCATION:

Hybrid-- primarily remote, but onsite as needed, must live near Dearborn, MI

REQUIRED EXPERIENCE FOR Social Media Specialist

Social Media Specialist is the frontline to ensuring customers and fans are responded to and engaged with in a timely manner. This individual will have access to tools that will enable her/him to provide the best customer service.

They monitor all the social media platforms that GM engages with, so when a customer asks a question or posts a complaint they will answer/resolve. They do NOT create social media content, the marketing team does that. They want customer service but doesn't have to be call center. Any prior social media exp is huge plus, people with degrees in journalism, communications related tend to be a good fit.

General Purpose: Assist customers by answering questions, helping with vehicle support, and marketing support. Servicing customers on Facebook, Twitter, Instagram pages as well as other social platforms.

Major Job Duties and Responsibilities

• Answer inbound comments from customers in need of assistance from Social Media platforms including Facebook, Twitter, Instagram, Google Play, App Store

• Create and manage cases for customers needing more complex assistance.

• Manage existing case load, complete follow-up tasks and achieve operational metrics.

• Adhere to standard work processes and contribute to efficiencies and improvements when possible.

• Proactively identify sales leads and educate in-market customers on product functionality and services.

• Effectively and accurately document customer interaction

• Provide proactive support to consumers requesting assistance with dealer, vehicle locates and product concerns / inquiries.

• Participate in any required training/industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required.

• Provide exceptional customer-centric service to all internal and external customers.

• Adhere and contribute to defining processes that produce best-in-class social consumer care experiences, focusing on constant improvement and a value-based approach.

• Utilize correct tools to efficiently manage concurrent activities.

Required Skills/Experience

• 1 (+) year experience in customer service related profession

• Computer navigation and typing proficiency

• Strong reading comprehension and written communication skills

Hours can include: (Must be flexible)

Sunday – Thursday 6:00 AM - 10:00 PM

Tuesday – Saturday 6:00 AM - 10:00 PM

Why should you choose Epitec?

We started Epitec with a single focus, “Placing People First.” Knowing every good endeavor begins with listening and understanding, we’ve set about challenging every part of the employment process. Bringing the proper connections together for the perfect fit.

How is Epitec different?

Epitec gets to know our prospective employees, using these insights to locate the perfect placement for you. We are there, every step of the way. Providing a best-in-class compensation package combined with the opportunity to grow financially and personally through your work.

What is the result?

Epitec represents the world’s top companies and works to fill their open jobs with the world’s best talent. That’s led to Epitec servicing an impressive list of Fortune 100 companies. We've also won many awards, including one of Crain’s Detroit Business “Cool Places to Work,” and 101 Best & Brightest – local, national and elite winner. And that’s just the beginning, as we work to innovate the way the world thinks about employment.

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