Social Media Representative

Creating a world where pets live longer, healthier lives, from their very first meal.   Learn more about our brands. We’re Looking For A(n): Social Media Representative Location: Remote What You’ll Be Doing:  At Golden Pet Customer Care, our mission is to exceed customer expectations by prioritizing their needs and delivering exceptional experiences. As a key part of our contact center, you'll assist customers with inquiries about products, shipping, billing, and orders, aiming to excel in quality assurance, customer satisfaction, schedule adherence, call duration, and retention. In this Social Media Omni role, you'll not only meet customer expectations but also support team members and collaborate closely with Supervisors and Assistant Managers. This role will have split duties between Inbound Calls and Social Media Interactions. You will provide exceptional support across our social media platforms while ensuring a seamless experience for our online community. Your responsibilities will include responding to comments and direct messages across multiple platforms in a timely and brand-aligned manner, handling regular, and escalated inbound calls for GPCC. Strong de-escalation skills are crucial for handling challenging interactions. Effective verbal and written communication skills are paramount. Success in this role is measured by meeting operational targets and fostering a culture of teamwork, including assisting representatives and providing guidance as needed. Teamwork and collaboration within the GCC team are essential to achieving our customer satisfaction goals. Use multiple systems simultaneously to resolve customer inquiries efficiently Research and reconcile problems by clarifying the customers’ concern, determining the root cause of the issue, and explaining the best solution to resolve the issue satisfactorily  Address customer complaints effectively, offering suitable solutions and alternatives to ensure swift resolution and customer satisfaction  Engage customers in reconsidering cancellation by highlighting benefits and informing them of available deals and promotions, aiming to retain their loyalty and satisfaction when applicable  Correct/update customer information accurately as needed to ensure current and reliable records  Document all customer requests and actions taken on the customer’s account to ensure comprehensive and precise account records  Efficiently fulfill customer order requests to enhance their experience and encourage repeat business Assist customers with order status inquiries and provide shipping information promptly to enhance their confidence in our service and ensure a positive experience  Meet standard contact center performance metrics to uphold the quality of service provided to customers and enhance overall customer satisfaction  Provide customer feedback to management regarding products, trends, and customer issues to facilitate continuous improvement and enhance overall customer satisfaction  Follow communication procedures, guidelines, and policies to maintain consistency and professionalism in interactions with customers, thereby enhancing their experience and fostering customer satisfaction  Assist representatives by providing guidance to help them resolve inquiries and navigate processes effectively, ensuring efficient and accurate customer service  Manage escalation calls with professionalism and efficiency to ensure timely resolution of customer issues and concerns, maintaining high customer satisfaction  Social Media and Community Management Responsibilities  Open and maintain customer accounts by accurately recording and updating account information; process reships or refunds as defined by policy  Assist customers with order placement, refunds, exchanges, and general inquiries  Communicate current promotions, deals, and relevant product information to customers  Respond to public and private messages in a timely, professional manner that aligns with • company goals  Resolve customer concerns by using strong problem-solving skills to ensure a positive customer experience  Escalate unresolved or complex issues to the appropriate department or supervisor as needed  Collaborate with internal teams to coordinate responses and provide well-rounded support  Monitor and manage interactions across social media platforms in alignment with community guidelines  Ensure all communications reflect the company’s voice, image, and values. • Moderate comments, photos, and reviews across blog posts, surveys, and social platforms to  Ensure compliance with brand standards  Conduct Comment and Message Sweeps to verify that responses meet policy requirements  Monitor brand page response times and escalate items requiring immediate attention  Assist with Macro Projects by updating saved responses and correcting formatting or spelling errors  Manage the Feedback Document by collecting representative feedback and updating reports as needed  Support the leadership team with regular reporting and task tracking.  Document and report recurring customer issues, insights, and trends to inform process improvements  Offer side-by-side support to team members to reinforce best practices and assist with dayto-day tasks.  Act as a go-to resource for peers by answering questions and supporting internal communications between teams. Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.): Customer Service Orientation: Displays a strong orientation towards providing exceptional customer service, understanding, and meeting customer needs, ensuring satisfaction, and resolving issues professionally and promptly Phone Etiquette: Exhibit a strong understanding of phone etiquette in all customer interactions  Technical Skills: Demonstrate proficiency in relevant tools, software, or equipment necessary for the role, ensuring efficient and effective task execution, must be familiar with basic computer applications such as email, word processing and web browsers  De-Escalation: Ability to manage and resolve conflicts and high-stress situations calmly and effectively, skilled in using active listening, empathy, and clear communication to diffuse tension and address customer concerns, ensuring a positive resolution and maintaining customer satisfaction  Confidentiality: Maintain the strictest confidentiality and discretion regarding customer information  Critical Thinking and Problem Solving: Demonstrate strong critical thinking skills to effectively analyze and solve problems  Communication Skills: Demonstrates strong written and oral communication skills  Adaptability: Thrive in a fast-paced environment by quickly adapting to changing circumstances  Work Independently: Capacity to work autonomously and effectively manage tasks in a remote environment  Dependability: Demonstrates excellent attendance & punctuality, regular attendance is essential  Flexibility: Able to shift between Inbound Calls and Social Media Management based on business needs  Attention to Detail: Possess strong attention to detail & ensures accuracy • Stress Management: Effectively cope with typical job-related stressors  Relationship Building: Establish and maintain effective working relationships with colleagues and customers  Company Values & Environment: Contributes to positive working environment, exemplify company values of integrity, celebrate people & have fun, transparency, & communication  Organizational and Leadership Skills: Demonstrates exceptional ability to organize tasks, lead peers effectively, and ensure efficient completion of tasks/projects, fostering a collaborative and productive work environment Required Experience: 2+ years Customer Service in a Contact Center Setting    Internal candidates: must have at least 6 months tenure as a Customer Care Representative or Web Support Representative, no current disciplinary action(s), performing above Preferred Experience:    Proficiency using windows-based applications, Google Suite (Sheets, Docs), and Microsoft Office software programs such as Excel and Word    Working knowledge of call center systems and/or workflows expectations and outstanding attendance Preferred Experience: Preferred Experience:    Proficiency using windows-based applications, Google Suite (Sheets, Docs), and Microsoft Office software programs such as Excel and Word    Working knowledge of call center systems and/or workflows   Experience in photo and comment moderation Required Education: High school diploma Golden Perks & Benefits: Comprehensive healthcare coverage – We cover  100% of premiums  for medical, dental, and vision plans for employee-only plans. Annual bonus We match up to  3.5% of your 401k contributions , ensuring your retirement savings grow alongside your career. 6 paid sick and mental health days,  an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being. Invest in your future with our  Employee Stock Ownership Plan , where company contributions fund your retirement plan with company stock.  Learn more. Reimbursements for a portion of personal cell phone and internet usage  for eligible employees. Professional development   opportunities  with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career. Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over  $9 million  to date. Potential for quarterly KPI bonuses. The base salary range is $16.78-$20.19, plus bonus potential. The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click  here to find the pay differential in your state of residence if the role is remote.  Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location. We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. A Note to Recruiting Agencies: At Golden Pet Brands, we handle all hiring through our internal Talent Acquisition team. Occasionally, we might use staffing or recruiting agencies to support our internal team in finding the right candidates. Agencies are not authorized to contact our hiring teams directly to present candidates. Our internal Talent Acquisition team is responsible for all candidate presentations to our hiring managers. Golden Pet Brands will need written approval and a signed agreement before submitting any candidate info for a specific job opening. Without this, we won’t pay any fees for placements. Thank you for your understanding. Candidate Safety: The safety of our candidates is our highest priority. When looking for a job, please be aware of cyber criminals, fake domains, and fraudulent job offers. Golden Pet Brands recruiters will only contact applicants from our official company e-mail domain, ( NAME@GOLDENPETBRANDS.COM ) or through our internal Applicant Tracking System, Greenhouse. In addition, Golden Pet Brands recruiters will never   send you checks, or ask you to disclose personal financial details.  Click here to learn more about general internet safety and our hiring practices.   

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