US
Canada
Colombia
India
Jamaica
Philippines
UK
SA
Job Description
HGS is seeking an enthusiastic Social Care Agent 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 help promote client’s products, make sales, and drive membership and enrollment through customer engagement across multiple social media channels. Social Care agents are tech savvy, digital natives who understand the importance of responding to these messages in as near real time as possible. The ideal candidate is driven, creative, has excellent
multi-tasking skills, strong grammar, punctuation and writing skills and experience withmanaging social media and/or online communities. exercise emotional intelligence to improve the overall customer experience!
Responsible for promoting membership enrollment, working to retain disgruntled members, and cross/upselling of brand products and services
• Responsible for customer support and answering questions via media channels on behalf of the brand while utilizing HGS social media management tools.
• Listening, monitoring, responding and engaging with customers within an established timeframe set by the client.
• Become an advocate for the company across multiple social media channels, engage in social media conversations and answer questions where appropriate.
• Identifying trends happening on multiple social media channels as well as communicating potential PR crises, threats or opportunities and notifying HGS leadership immediately.
• Identify how customers compare clients to competition on social media.
• Responsible for data quality, reporting, calibrations, and general social media customer care.
• Will act as a liaison to address urgent corporate engagement needs.
• Assist HGS Leadership with any special projects as required.
• Manage the day-to-day draft/approval for Brand Affinity related responses by team
• Demonstrate a strong interest in how brands engage on platforms like Facebook, TikTok, Instagram/Threads, X, Pinterest, and YouTube with other social media platforms Work effectively in a large team environment and collaborate with people of all job level and Target engagement building on each reply
Why choose us?
HGS is a global leader in customer experience management. With more than 20,000 employees spread across 10 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving hundreds of the world’s leading brands, HGS is the perfect place to build your future! Plus, working with HGS comes with benefits like:
• $15.00 hourly and overtime opportunities
• Best in class medical, dental, vision benefits
• Refer-A-Friend bonuses
• Employee assistance programs
• Flexible Schedule Options
• Career advancement in a fast growing organization
• People focused environment where you’ll make lifetime connections and friendships
What we are looking for:
So what really makes a great Customer Care Representative?
Sharp Eyes: You can spot a trends miles away. Social Savvy: Close to pop culture, social media trends, new gen lingo. Tech Savvy: Comfortable navigating various online platforms and tools. Comfortable reviewing internet content.
Cool Head: You stay calm under pressure and handle sensitive content with discretion. Emotional Ninja: Strong emotional intelligence and resilience.
Team Player: Work well with others and contribute to a positive team culture.
Requirements:
You’re at least 18 years of age Have a High school Diploma or GED
We are open 24/7, you must be able to work any scheduled shift assigned to you within our hours of operation. You should have flexibility as business needs may change
Minimum typing speed of 35 wpm.
You have at least 2 -3 years customer service experience and you understand the value of coaching / feedback
Ability to handle multiple tasks in a fast-paced environment with solid time management skills and the ability to self-manage and prioritize workflow.
Minimum typing speed of 35 wpm.
Demonstrated ability to communicate effectively both verbally and in writing.
Demonstrated ability to follow a process from beginning to end.
Ability to continually increase efficiency while maintaining strong quality standards.
Ability to comprehend social speech and text jargon.
Strong knowledge of computer applications including Facebook, Twitter, Instagram,
YouTube, Pinterest, Microsoft Office, Google Chrome, Internet Explorer, Apple Technology
such as iPads, and Cell phone applications like shopping or dining apps.
Identify potentially negative or crisis situations and escalate as appropriate while applying
conflict resolution principles to mitigate issues.
