Overnight Social Care Advisor -Remote * Must be in Metro Detroit Area*

Overnight Social Care Advisor
Location: Remote, should be located within the Metro Detroit area.
Serves as the frontline to ensuring customers and fans are responded to and engaged with in a timely manner during the 12-8am shift. This individual will have access to tools that will enable her/him to provide the best customer service.
Major Job Duties and Responsibilities

• Responsible for moderating queues and engaging with Care inquires
• Effectively and accurately document customer interaction
• Provide proactive support to consumers requesting assistance with dealer, vehicle locates and product concerns / inquiries.
• When appropriate, promote sales and lead captures for the client by accurately and enthusiastically responding to consumer questions about products, features, benefits, incentives, and promotions.
• Participate in any required training/industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required.
• Provide exceptional service to all internal and external customers.
• Adhere and contribute to defining processes that produce best-in-class social consumer care experiences, focusing on constant improvement and a value-based approach.
• Utilize correct tools to efficiently manage a number of often concurrent activities
• Provide Goodwill when appropriate
• Interact with marketing and PR as needed for customer care and support
• Effectively manage a number of open customer cases providing a resolution within a timely manner

Required Skills/Experience

• 1+ years' experience in customer service related profession
• Expertise with social media platforms such as Facebook, Twitter, Instagram and Forums
• Computer navigation and typing proficiency
• Excellent verbal and written communications skills to effectively communicate to internal and external stakeholders
• Experience with social media monitoring tools: Oracle, Siebel, etc.
• Attention to detail with strong project management and prioritization skills
• Microsoft Excel, Microsoft Word and PowerPoint skills and proficiency
  

Required Education/Training/Certifications/Licenses

• Bachelor's Degree