Social Media Customer Service Representative Call Center - Remote

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Be the next :Social Media Customer Service Representative Call Center - RemotePremier NXis the expert in providing Customer Experience Solutions.We are the next evolution for our clients and your career.Our clients include many prestigious brands in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies.As aSocial Media Customer Service Representative , you will contribute to Premier NX's success by supporting our client's customers through social media interactions.Come join us!Why Work with Us :We are a place for people who love to help people.We provide customer service to some of the nation's most prominent brands.We are experts in regulated industries and help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their consumers with exceptional experiences.Our job is to make a positive impact on a consumer's life, at every single opportunity.We have a passion for the products we support.We are committed to superior account management and continual improvement.Just as important is our commitment to corporate values.We are looking to hire a team ofSocial Media Customer Service Representativesto join our growingConsumer Products Account Team.This position is based inNew Providence, NJand will work remotely.What You Will Be Responsible for as a Social Media Customer Service Representative :Monitor and respond to customer inquiries, complaints, comments, and messages across multiple social media platforms using community management toolsReview and moderate social media posts, ensuring accuracy and removing inappropriate of off-brand materialDeliver high-quality, empathetic service, by professionally handling sensitive situations and diffusing upset customers.Communicate using the client's brand voice and tone across all interactionsCreate, follow up on, and escalate cases in the system as neededMaintain strong product knowledge to provide accurate and helpful responses to customersDemonstrate strong written communication by using correct grammar and word choicesComplete high-quality, detail-oriented work by following established SOPs.Accept and apply feedback with a willingness to adapt communication styles as appropriate.RequirementsWe Need People Who Are Great at :Working collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment.Communication, organization, and being a team player.Excellent interpersonal skills and the ability to work with staff with diverse backgrounds and perspectives on the use of technology in a variety of learning capacities.Demonstrating a high level of sensitivity, empathy, and patience with each consumer.What You Will Need :A minimum of 2 years' experience as a social media representative, or a similar role.Ability to effectively use a variety of social media platforms, such as Twitter, Facebook, Instagram, LinkedIn, and Google+.Working knowledge of social media tools, such as TalkWalker, Sprout, HootSuite, Buffer, and Google Analytics.Excellent customer service, interpersonal, and relationship management skills.Strong verbal and written communication including active listening and reflection with the goal of gathering information, problem solving and diffusing difficult situations.Ability to maintain professional behavior in stressful situations.Ability to navigate between several computer screens (e.g., CRM Software such as Salesforce, ACD System such as Amazon Connect and Genesys, Email and Web Browser) while actively listening and entering customer information.Together, we can offer endless possibilities! What isnextfor you?We are proud to be an Equal Opportunity / Affirmative Action employer.Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status..

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...