Social Media Associate

About the role

We're seeking customer-focused professionals with exceptional written communication skills to join a growing Social Care team. This position is centered on engaging with customers through social media channels, providing support, answering questions, and resolving concerns in a professional and timely manner. Please note: This is not a social media content creation role. You will not be creating posts, advertisements, videos, or marketing campaigns. Instead, you will interact with customers who comment or reach out through official social media platforms and help deliver a best-in-class customer experience. This opportunity is ideal for individuals who enjoy problem-solving, managing multiple cases, and communicating effectively through written channels.

Key Responsibilities

• Respond to customer inquiries and comments across social media platforms, including Facebook, Instagram, X (Twitter), app stores, review sites, and other digital channels.
• Aid customers with product, service, vehicle, dealer, and general support questions.
• Create and manage customer cases requiring additional research or follow-up.
• Maintain an organized caseload while meeting service-level expectations and operational metrics.
• Accurately document all customer interactions.
• Provide proactive support and guidance to customers seeking assistance.
• Follow established processes, workflows, and brand guidelines.
• Participate in training, coaching, and ongoing development opportunities.
• Identify customer needs and escalate issues when appropriate.
• Utilize multiple systems and tools to manage concurrent activities efficiently.

Required Qualifications

• Minimum 1 year of customer service experience.
• Proven experience communicating with customers through written channels such as: Email, Chat, Social media, Online customer support platforms.
• Strong written communication and reading comprehension skills.
• Excellent organizational and time-management abilities.
• Strong attention to detail.
• Proficiency with computer navigation and typing.
• Ability to work independently in a remote environment while collaborating effectively with a team.

Schedule Requirements

• 40 hours per week.
• Operating hours span 7 days per week.
• Shifts may fall between 7:00 AM and 10:00 PM.
• Must be flexible to work early, mid, or late shifts.
• Must be available to work at least one weekend day (Saturday or Sunday).

Training & Work Environment

• Training is conducted remotely.
• This role is expected to remain remote.
• Collaborative team environment with opportunities for coaching, development, and career growth.

What Makes a Successful Social Care Advisor?

• Customer-first mindset.
• Excellent written communication.
• Strong time management and organization.
• Ability to multitask and prioritize effectively.
• Positive attitude and willingness to learn.
• Coachability and adaptability.
• Team-oriented approach.
• Commitment to delivering exceptional customer experiences.

Job Type & Location

This is a Contract position based out of Warren, MI.

Pay And Benefits

• The pay range for this position is $19.00 - $19.50/hr.
• Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.
• Benefits are subject to change and may be subject to specific elections, plan, or program terms.

Use of Artificial Intelligence (AI)

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.