Digital Engagement Agent

About the role

As a Digital Engagement Agent, you will be responsible for connecting with customers and prospective customers across various digital channels. You will respond to customer inquiries, address concerns, and create positive interactions on platforms such as Yelp, Facebook, email, and other digital platforms. Your goal is to foster meaningful connections, provide exceptional customer service, and contribute to the growth of our online community.

Responsibilities

• Respond to customer inquiries, messages, comments, and reviews across social media platforms, ensuring timely, professional, and friendly interactions.
• Afford assistance via text, email, and messages, while accurately recording customer details in our system to ensure seamless service.
• Address customer concerns, resolve issues, and provide clear, accurate information to ensure customer satisfaction.
• Engage with customers proactively by participating in conversations, sharing relevant content, and fostering positive relationships with our online community.
• Maintain a consistent brand voice and tone in all interactions, ensuring that the company’s values and mission are reflected in each response.
• Collect customer feedback and share insights with the team to help improve products, services, and overall customer experience.
• Work closely with the contact center team to escalate issues, share customer insights, and align on messaging.

Requirements

• You must live in: California, Arkansas, Oklahoma, or Washington.
• Thrive in a remote work environment, enjoying the flexibility of working 100% from home.
• Have a dedicated and quiet workspace at home that allows for focused, uninterrupted work.
• Have a reliable high-speed internet connection to ensure seamless communication and productivity.
• Be passionate about advancing your career.
• Be interested in AI and using it to maximize your skills on the job (we can teach you how to take advantage of these tools).
• Be punctual and reliable, ensuring that you consistently meet deadlines and work expectations.
• Be comfortable with learning and using various software platforms, including Salesforce, Five9, and Hatch (training will be provided, if needed).
• Have availability to work on weekends.
• Possess strong communication and interpersonal skills.
• Enjoy working in a fast-paced, team environment.
• Have a high attention to detail in data entry and customer interactions.
• The ability to handle multiple tasks and work under pressure.
• Hold a high school diploma or equivalent required; degree preferred.
• Be able to use a computer for extended periods.
• Enjoy working each lead like a puzzle with your coworkers. Much like advancing through levels in a well-designed video game, this job offers progressive challenges that allow you to continually develop your skills.

Qualifications

• Passionate about connecting with people, eager to grow, and ready to enhance your customer service skills.
• Ready to elevate our customer service experience to the next level.

Skills

• Strong communication and interpersonal skills.
• Ability to handle multiple tasks and work under pressure.
• High attention to detail in data entry and customer interactions.
• Passion for learning and using various software platforms.

Benefits

• 8 paid holidays per year.
• 80 hours vacation per year.
• 40 hours sick time per year.
• Eligible to participate in the company 401(k) after 90 days!
• Access to company insurance plans; purchase health, dental and vision in with pre-tax dollars and at a lower rate.
• Medical: The Company will contribute 50% of the cost of the lowest plan. These plans are offered through Anthem Blue Cross, Kaiser, and Mediexel.
• HSA and FSA.
• Other benefits available.

Schedule

Shifts vary weekly:

• 37 - 40 hours work week in 5 shifts that fluctuate each week.
• Weekdays: The earliest shift starts at 7:45am and ends at 4:15pm.
• Weekdays: The latest shift starts at 10:45am and ends at 7:15pm.
• Saturdays: 8:45am to 5:15pm.
• Sundays: 9:45am to 3:15pm.

Compensation

$17.25 per hour
Performance bonus available
Paid bi-monthly
Stipend for internet provided.