New

Customer Care Social Media Specialist

TEKsystems
$20.00 - $25.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, New Jersey, Edison
Sep 13, 2025
The Customer Care Social Media Specialist provides front-line customer care to customers who interact with the company's family of brands in the social media space. The CCSMS investigates and responds to customer issues that initiate in social media (including corporate pages and store specific/local social page) and require escalation for final resolution. The CCSMS must have mastery in all traditional customer care skills, but must possess exceptional writing skills in order to engage customers in ad hoc social conversations while maintaining a professional, corporate voice. The CCSMS works in tandem with the Corporate Communications social media team to develop trend reports and create corporate responses to ongoing and emerging issues. The CCSMS also monitors popular consumer issue blogs and websites to keep a finger on the pulse of current customer concerns and issues that may be driving customer dissatisfaction. Job Description: 1.Must be fluent in use and function of all social media outlets. 2.Counsels social media communications team on current customer issues such as recalls, trending topics, promotional programs and events. 3.Collaborates with social media team and retail communications specialist to create scripts, paragraph/letter libraries to facilitate a consistent voice to consumers across all communication channels. 4.Reviews social media monitoring system and public sites/blogs and other consumer oriented forums for problem reports on brands. Escalates issues as appropriate. 5.Researches and responds to customer complaints and inquiries, entering key information into customer contact management system. 6.Accesses customer profiles via database in order to answer promotion inquiries, updates customer personal information as needed. 7.Makes judgments that reflect our responsibility to customers with respect to appropriate refunds/reimbursements. Handles refunds and good will gestures up to $20.00. Negotiates, as necessary, to insure fairness to both the customer and the company. 8.Initiates company action/response to consumer complaints. When required, brings to the attention of supervisor, any unusual complaint or trend. Escalates complaints or inquiries as necessary to sr representative. 9.Collaborates with supervisor, communications staff and member/retail staff as needed to assure resolution of customer problems. 10.Makes decisions on routing/forwarding of customer comments to sr representatives. 11.Develops responses to complaints and inquiries appropriate for use in social media outlets. 12.Maintains brand reputation by proactively engaging with customers who are regular social media users. 13.Ensures customer care center staff are knowledgeable on current social media promotions and content. 14.Maintains social media dashboard and reports. 15.Monitors trending issues and escalates as needed. 16.Creates consumer facing content to support the social team and help educate customers on current issues. (ex., safe food handling message following a storm)* * Qualifications Associate's Degree or minimum of 60 college credits completed. Competency in all core customer care representative skills as demonstrated through previous work experience. Working knowledge of mainstream and emerging social media (i.e. Facebook, Twitter, Reddit, YouTube, Instagram, Tumblr, Google+, LinkedIn, Pinterest, and Snapchat) Working knowledge of customer contact management systems. Excellent written and verbal communications skills, as demonstrated through pre-hiring assessment. Excellent keyboard skills with high level of accuracy and speed Excellent spelling/grammar skills Computer literate and technically proficient in MS Office, internet, online shopping applications, mobile applications. Flexibility with regard to scheduling; ability to work evenings and weekends, with work at home capability. Bilingual a plus Strong interpersonal, analytical and customer service skills with the ability to multitask and manage time effectively Detail oriented, able to work on multiple projects, meet tight deadlines, and operate in a team environment to accomplish goals Ability to exhibit proper business etiquette when dealing with all levels of the organization "Team" player with ability to contribute ideas and support co-workers Respects customer privacy and handles their personal information with confidentiality and in line with corporate guidelines Previous retail supermarket or experience in customer service/call center environment preferred. Pay and Benefits The pay range for this position is $20.00 - $25.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Edison,NJ. Application Deadline This position is anticipated to close on Sep 26, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.