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Social Media Customer Care Advocate 11/14 in Peoria, IL at HGS

Date Posted: 5/3/2018

Job Snapshot

Job Description

Job Description:

HGS is seeking an enthusiastic Social Customer Care Advocate to act as a brand advocate throughout the web and social media channels for our client. This person will work closely with the HGS & client leadership to address customer inquiries, concerns, suggestions, appreciation, or requests in social media regarding the customer experience. The ideal candidate is driven, creative, has excellent task multi-tasking skills and in-depth experience with managing social media and online communities.

Organizational Placement:

Reports To: Team Leader and Social Media Operations Manager

Principal Duties and Responsibilities:

  1. Customer relations - responsible for customer support and answering questions via social media on behalf of the brand (primarily Facebook & Twitter´┐Żbut not limited to pinterest, instagram, youtube, snapchat, etc.) utilizing a knowledge base and a social engagement platform known as Sprinklr.
  2. Engagement - listening, monitoring, responding and engaging with customers on all handles within an established timeframe set by the client.
  3. Become an advocate for the company in Social Media spaces, engaging in dialogues and answering questions where appropriate.
  4. Responsible for tagging and classifying all posts for reporting purposes
  5. Addressing escalated inquiries and creating cases for the customer resolutions team
  6. Communicating with HGS leadership and client internal teams on any customer identified issues
  7. Helping to identify the Voice of Client Customers / trends happening in the social media landscape, and communicating what's being said to HGS leadership so that we can compile and share the report with the client daily, weekly, and monthly.
  8. Help identify how customers compare the client to its competition in social media.
  9. Help identify any potential PR Crisis, threats or opportunities within the social media landscape by reporting notable threats to HGS Leadership.
  10. 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:

Job Requirements

  • H.S Diploma required. Currently enrolled in college courses or a college degree in communications or marketing is preferred
  • 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 25 wpm. 40wpm preferred.
  • 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 knowledge of computer applications and computer skills including: Microsoft office, social media , and Internet explorer.
  • Strong communication skills, and the ability to communicate and write customer responses in a manner that reflects the clients' brand, tone and personality on social media sites.
  • Demonstrate winning Social Customer Service techniques. Possess the ability to identify potential negative or crisis situation and escalate as appropriate. apply conflict resolution principles to mitigate issues.
  • Displays knowledge and understanding of Social Media platforms, their respective participants and how each platform can be deployed in different scenarios.
  • Demonstrated organizational skills


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