Customer Care Social Media Representative
Job Summary
Job Description
- Strong written communication skills
- Experience in customer service or social media management
- Ability to handle difficult situations with professionalism
- Familiarity with social media monitoring tools
4 skills required
Job Details
Do you want to be part of a collaborative natural working team? Are you a problem solver who enjoys diving into issues, breaking down barriers and providing solutions Do you enjoy challenges and possess strong interpersonal skills to effectively communicate with both external customers and business teams? Do you have a passion for offering ‘best in class service? Is a culture where “People Count,” “We Do the Right Thing,” and “We Hold Ourselves to Very High Standards” important to you? If so, then you might be our next Customer Adjustment Representative.
This opportunity is within the Enterprise Contact Center group, and the primary focus is working with Guardian’s clients, Sales team, and backend partners for Disability, Dental and Supplemental requests. The Customer Care Social Media Representative serves as the single point of contact for day-to-day, Social Media inquiries, and works closely with our Social Media team to provide exceptional service. Addresses customer complaints and inquiries from Guardian’s social media channels. Responsible for day-to-day social media inquires within the contact center. Leverages strong communication skills and expertise to manage and respond to complex customer inquiries.
You are:
Self-motivated and goal orientated. Someone who thrives in a fast-paced environment where best in class customer service is your standard.
Requirements
- Strong written communication skills.
- Experience in customer service or social media management.
- Ability to handle difficult situations with professionalism
- Familiarity with social media monitoring tools is a plus.
Key Responsibilities
- Monitor social media channels for customer complaints and inquiries.
- Respond professionally and empathetically to customer concerns.
- Escalate complex issues to the appropriate internal teams.
- Maintain brand voice and reputation while addressing complaints.
- Track and report complaint trends to improve customer experience.
Reporting Relationships
As our Customer Care Social Media Representative, you will report to our Contact Center Team Leader, who reports to our Contact Center Manager.
Location
Preferred Locations – Bethlehem, PA with WFH Flexibility or from any Guardian office. We will consider remote candidates based on experience. May be expected to come into a Guardian work location as determined by their people leader
Salary Range:
$40,960.00 - $61,435.00The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.
Our Promise
At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.
Inspire Well-Being
As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.
Equal Employment Opportunity
Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.
Accommodations
Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com.
Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.
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