Social Media Care - Advocate

Job Description
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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. 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, and creative, has excellent multi-tasking skills, strong grammar, punctuation and writing skills and in-depth experience with managing social media and online communities.

Organizational Placement
Reports To:

Team Leader, Social Media Operations Manager & Director of HGS Operations; may liaise directly with client if required.

Principal Duties and Responsibilities
  • Responsible for customer support and answering questions via multiple social media platforms 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 platforms, engage social media conversations and answer questions where appropriate.
  • Identifying trends happening on multiple social media platforms as well as communicating potential PR crises, threats or opportunities and notifying HGS leadership immediately.
  • Addressing escalated inquiries and creating cases for the customer resolutions team while communicating with HGS leadership regarding customer identified issues.
  • Identify how customers compare client to its competition on social media.
  • 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.

Minimum Job Requirements: (Education, Experience, Skills)

  • H.S Diploma required.
  • Fluency and regular use of social media profiles, with preference given to Twitter, TikTok, and Reddit users.
  • Ability to handle multiple tasks in a fast-paced environment.
  • Minimum typing speed of 25 wpm.
  • Demonstrate ability to communicate effectively both verbally and in writing.
  • Demonstrate 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 including Microsoft Office and Internet Explorer.
  • Demonstrate ability to write personal, creative social responses.
  • Identify potential negative or crisis situations and escalate as appropriate while applying conflict resolution principles to mitigate issues.
  • Demonstrated organizational skills.
  • Primary availability for night and weekend shifts.
Candidates must pass typing, grammar, and social media comprehension tests for consideration.
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