Social Media Representative

We’re Looking For A(n): Social Media Representative

Location: Remote

What You’ll Be Doing: At Golden Pet Customer Care, our mission is to exceed customer expectations by prioritizing their needs and delivering exceptional experiences. As a key part of our contact center, you'll assist customers with inquiries about products, shipping, billing, and orders, aiming to excel in quality assurance, customer satisfaction, schedule adherence, call duration, and retention. In this Social Media Omni role, you'll not only meet customer expectations but also support team members and collaborate closely with Supervisors and Assistant Managers. This role will have split duties between Inbound Calls and Social Media Interactions. You will provide exceptional support across our social media platforms while ensuring a seamless experience for our online community. Your responsibilities will include responding to comments and direct messages across multiple platforms in a timely and brand-aligned manner, handling regular, and escalated inbound calls for GPCC. Strong de-escalation skills are crucial for handling challenging interactions. Effective verbal and written communication skills are paramount. Success in this role is measured by meeting operational targets and fostering a culture of teamwork, including assisting representatives and providing guidance as needed. Teamwork and collaboration within the GCC team are essential to achieving our customer satisfaction goals.

Use multiple systems simultaneously to resolve customer inquiries efficiently

Research and reconcile problems by clarifying the customers’ concern, determining the root cause of the issue, and explaining the best solution to resolve the issue satisfactorily 

Address customer complaints effectively, offering suitable solutions and alternatives to ensure swift resolution and customer satisfaction 

Engage customers in reconsidering cancellation by highlighting benefits and informing them of available deals and promotions, aiming to retain their loyalty and satisfaction when applicable 

Correct/update customer information accurately as needed to ensure current and reliable records 

Document all customer requests and actions taken on the customer’s account to ensure comprehensive and precise account records 

Efficiently fulfill customer order requests to enhance their experience and encourage repeat business

Assist customers with order status inquiries and provide shipping information promptly to enhance their confidence in our service and ensure a positive experience 

Meet standard contact center performance metrics to uphold the quality of service provided to customers and enhance overall customer satisfaction 

Provide customer feedback to management regarding products, trends, and customer issues to facilitate continuous improvement and enhance overall customer satisfaction 

Follow communication procedures, guidelines, and policies to maintain consistency and professionalism in interactions with customers, thereby enhancing their experience and fostering customer satisfaction 

Assist representatives by providing guidance to help them resolve inquiries and navigate processes effectively, ensuring efficient and accurate customer service 

Manage escalation calls with professionalism and efficiency to ensure timely resolution of customer issues and concerns, maintaining high customer satisfaction 


Social Media and Community Management Responsibilities 

Open and maintain customer accounts by accurately recording and updating account information; process reships or refunds as defined by policy 

Assist customers with order placement, refunds, exchanges, and general inquiries 

Communicate current promotions, deals, and relevant product information to customers 

Respond to public and private messages in a timely, professional manner that aligns with • company goals 

Resolve customer concerns by using strong problem-solving skills to ensure a positive customer experience 

Escalate unresolved or complex issues to the appropriate department or supervisor as needed 

Collaborate with internal teams to coordinate responses and provide well-rounded support 

Monitor and manage interactions across social media platforms in alignment with community guidelines 

Ensure all communications reflect the company’s voice, image, and values. • Moderate comments, photos, and reviews across blog posts, surveys, and social platforms to 

Ensure compliance with brand standards 

Conduct Comment and Message Sweeps to verify that responses meet policy requirements 

Monitor brand page response times and escalate items requiring immediate attention 

Assist with Macro Projects by updating saved responses and correcting formatting or spelling errors 

Manage the Feedback Document by collecting representative feedback and updating reports as needed 

Support the leadership team with regular reporting and task tracking. 

Document and report recurring customer issues, insights, and trends to inform process improvements 

Offer side-by-side support to team members to reinforce best practices and assist with dayto-day tasks. 

Act as a go-to resource for peers by answering questions and supporting internal communications between teams.

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

Customer Service Orientation: Displays a strong orientation towards providing exceptional customer service, understanding, and meeting customer needs, ensuring satisfaction, and resolving issues professionally and promptly

Phone Etiquette: Exhibit a strong understanding of phone etiquette in all customer interactions 

Technical Skills: Demonstrate proficiency in relevant tools, software, or equipment necessary for the role, ensuring efficient and effective task execution, must be familiar with basic computer applications such as email, word processing and web browsers 

De-Escalation: Ability to manage and resolve conflicts and high-stress situations calmly and effectively, skilled in using active listening, empathy, and clear communication to diffuse tension and address customer concerns, ensuring a positive resolution and maintaining customer satisfaction 

Confidentiality: Maintain the strictest confidentiality and discretion regarding customer information 

Critical Thinking and Problem Solving: Demonstrate strong critical thinking skills to effectively analyze and solve problems 

Communication Skills: Demonstrates strong written and oral communication skills 

Adaptability: Thrive in a fast-paced environment by quickly adapting to changing circumstances 

Work Independently: Capacity to work autonomously and effectively manage tasks in a remote environment 

Dependability: Demonstrates excellent attendance & punctuality, regular attendance is essential 

Flexibility: Able to shift between Inbound Calls and Social Media Management based on business needs 

Attention to Detail: Possess strong attention to detail & ensures accuracy • Stress Management: Effectively cope with typical job-related stressors 

Relationship Building: Establish and maintain effective working relationships with colleagues and customers 

Company Values & Environment: Contributes to positive working environment, exemplify company values of integrity, celebrate people & have fun, transparency, & communication 

Organizational and Leadership Skills: Demonstrates exceptional ability to organize tasks, lead peers effectively, and ensure efficient completion of tasks/projects, fostering a collaborative and productive work environment

Required Experience: 2+ years Customer Service in a Contact Center Setting    Internal candidates: must have at least 6 months tenure as a Customer Care Representative or Web Support Representative, no current disciplinary action(s), performing above Preferred Experience:    Proficiency using windows-based applications, Google Suite (Sheets, Docs), and Microsoft Office software programs such as Excel and Word    Working knowledge of call center systems and/or workflows expectations and outstanding attendance

Preferred Experience: Preferred Experience:    Proficiency using windows-based applications, Google Suite (Sheets, Docs), and Microsoft Office software programs such as Excel and Word    Working knowledge of call center systems and/or workflows   Experience in photo and comment moderation

Required Education: High school diploma

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

The base salary range is $16.78-$20.19, plus bonus potential.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. 

Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.