Careers At HGS

Tier 3 Customer Service Agent

Job Code : HGS/606

Job Description

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. Nature of customer concerns includes but are not limited to experience and quality. The Social Media Care Advocate understands the importance of responding to these messages in as near real time as possible.  The ideal candidate is driven, creative, has excellent multi-tasking skill, strong grammar, punctuation and writing skills and in-depth experience with managing social media and online communities. 



Reports To: Team Leader, Social Media Operations Manager & Director of HGS Operations



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 competition on social media.

7)      Be able to skillfully handle higher level social media contacts along with understanding when potential PR issues, threats or opportunities need to be escalated to leadership within HGS

8)      Responsible for high-profile social media response management, data quality, reporting, calibrations, and general social media customer care

9)      Responsible for data quality, reporting, calibrations, and general social media customer care

10)   Responsible for handling escalated communications from Tier 1 and Tier 2 agents that are of a sensitive nature and/or dealing with high level of influence customers

11)   Responsible for both tier 1 and tier 2 level work as well as any crisis management and campaign management. 

12)   Responsible for working closely with the clients Social Media and Marketing teams to ensure success for overall social media operation.

13)   Will act as a liaison to address urgent campaign and engagement needs. 

14)   Assist HGS Leadership with any special projects as required.


The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.  In addition to the above, all HGS employees are expected to:


* Promote teamwork and cooperative effort.  * Help train and give guidance to other HGS employees.  * Maintain a clean, safe, and unobstructed work area, and practice good safety habits.  * Provide internal and external customers with the highest quality service.



Minimum jOB Requirements: (Education, Experience, Skills)

·        H.S Diploma required. Degree in marketing, communication or relate field preferred.

·        Experience in social media management, marketing or public relations required

·        1-2 years of customer service and/or customer relations experience required.

·        Experience dealing with high level/profile contacts in a customer service or social media 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.

·        Demonstrated ability to present and communicate to the leadership level of the organization

·        Strong knowledge of computer applications including: Microsoft Office and Internet Explorer.

·        Demonstrate winning customer service techniques. 

·        Identify potential negative or crisis situation and escalate as appropriate while applying conflict resolution principles to mitigate issues.

·        Demonstrated organizational skills.



Uses Sound Judgment & Makes Decisions Wisely


Asks questions of team members and HGS leadership to identify critical issues.  Understands the impact of a decision on customers and HGS.  Knows when to seek direction with an issue or problem and/or to gain understanding about the impact of an action or decision.

Shows Initiative



Proactively seeks solutions to problems before being asked. Initiates self-development efforts and seeks job enrichment opportunities.

Promotes Teamwork


Participates on cross functional teams.  Provides knowledge about multiple projects, products and/or customers to increase team member understanding.  Helps others improve individual contributions as a team member. 

Communicates Effectively



Listens and converses with a variety of audiences.  Extracts key issues from others by asking the right questions.  Able to present information and ideas in a cohesive and logical manner.

Embraces Differences



Takes accountability for own progress and seeks to continually improve. Responds to others’ varying needs. Appreciates differences among team members.

Drives Customer Focus


Identifies opportunities to exceed the expectations of customers.  Establishes and nurtures strong sustainable collaborative relationships with internal and external customers. Designs internal work processes to improve customer service. Adds value to the organization by providing exemplary customer service.  Follows up, gets help from others when necessary. 

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