Social Media Customer Service Support Representative presso Good Sportsman Marketing LLC

Description

Come work for a company who thinks outside the box... that’s where you’ll find us! Beyond walls, windows, boxes and the norm. Come be a part of a team where WE ARE IN IT TO WIN IT. A team that fosters and encourages creativity, resourcefulness, promoting from within, and a work-life balance. #IITFWI 

**Position is on-site in Dallas, TX, Monday - Friday**

Job Purpose:

The Social Media Customer Service Support Representative is responsible for maintaining our online presence. This role is vital in ensuring positive customer interactions. The moderator will be responsible for responding to customer inquiries, addressing concerns, and monitoring conversations across social media platforms and retailer websites. They will also help uphold community guidelines and support a positive brand image. 

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Summary of Essential Job Duties:

• Monitor and moderate content across social media platforms and retailer websites to ensure compliance with community guidelines.
• Review and moderate user-generated content, including images, videos, and comments, to maintain a safe and respectful environment.
• Respond to customer inquiries in a timely, professional, and friendly manner across social platforms.
• Track and report recurring customer concerns to support continuous improvement.
• Maintain a consistent brand voice and tone while engaging with customers.
• Flag and remove inappropriate or harmful content that violates platform rules or brand standards.
• Identify trending topics or potential PR issues and communicate them to leadership.
• Assist in developing community engagement strategies to grow and support online followers.
• Stay up to date on platform policies, updates, and tools to ensure compliance and effective moderation.
• Maintain detailed logs of moderation actions and customer service interactions.
• Provide feedback on user sentiment and suggest improvements to customer communication strategies.
• Help test and implement new tools or moderation workflows to increase efficiency and quality. 

Requirements

Skills/Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Strong spelling, grammar, and written communication skills.
• Logical problem-solving skills and the ability to navigate social media and commercial websites effectively.
• Excellent emotional intelligence, resilience, and attention to detail.
• Prior customer service experience.

Required Education and Experience:

• Minimum 2 years of customer service experience.
• High school diploma or equivalent.