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Social Media Care Advocate � Vuse (RJ Reynolds) in Peoria, IL at HGS

Date Posted: 4/14/2018

Job Snapshot

  • Employee Type:
  • Location:
    Peoria, IL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

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 the 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; may liaise directly with client if required.

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 its competition on social media.
  7. Assist 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.


Job Requirements

(Education, Experience, Skills)

  • H.S Diploma required.
  • Six months of customer service and/or customer relations experience required.
  • Ability to handle multiple tasks in a fast paced environment.
  • Minimum typing speed of 40 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.
  • Strong working knowledge of various social media platforms as well as the ability to comprehend social speak and text lingo.
  • 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
  • Availability to work nights and/or weekends. Everyone coming on must work at least one weekend shift per week.

Candidates must pass typing, grammar social media comprehension tests for consideration.


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