Job description

HGS is seeking an enthusiastic Social Media Care Advocate to act as a brand advocate throughout multiple social media platforms. This person will work closely with the HGS social media customer care leadership to address customer inquiries, concerns, suggestions, appreciation, or requests across multiple social media platforms
Principal Duties and Responsibilities:

1. Responsible for customer support and answering questions via multiple social media platforms on behalf of the brand while utilizing HGS social media management tools.
2. Listening, monitoring, responding and engaging with customers within an established timeframe set by the client.
3. Become an advocate for the company across multiple social media platforms, engage social media conversations and answer questions where appropriate.
4. Identifying trends happening on multiple social media platforms as well as communicating potential PR crises, threats or opportunities and notifying HGS leadership immediately.
5. Addressing escalated inquiries and creating cases for the customer resolutions team while communicating with HGS leadership regarding customer identified issues.
6. Identify how customers compare client to its competition on social media.
7. Assist Leadership with any special projects as required.

Minimum Job Requirements: (Education, Experience, Skills)
· H.S Diploma required.

· Fluency and regular use of social media profiles, with preference given to Twitter, Tik Tok, and Redditt users
· Ability to handle multiple tasks in a fast paced environment.
· Minimum typing speed of 25 wpm.
· Demonstrated ability to communicate effectively both verbally and in writing.
· Demonstrated the ability to follow a process from beginning to end and find ways to increase efficiency while still maintaining strong quality standards.
· Strong knowledge of computer applications including: Microsoft Office and Internet Explorer.
· Demonstrate ability to write personal, creative social responses
· Identify potential negative or crisis situation and escalate as appropriate while applying conflict resolution principles to mitigate issues.
· Demonstrated organizational skills
· Primary availability for night and weekend shifts
Candidates must pass typing, grammar social media comprehension tests for consideration.

Job Type: Full-time

Salary: $13.00 - $14.00 per hour

Schedule:

• 8 hour shift
• Night shift
• Weekend availability

Experience:

• Marketing: 1 year (Preferred)

Work Location: Remote

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