Job Summary
Social Media Customer Relationship Specialist
Lexington, KY
With an emphasis on Social Media, our Customer Relationship Specialist is responsible for communicating with customers via social media and external facing websites, reviews, emails, and chats while partnering with the Office of The Customer to respond to issues in a timely manner. This role is responsible for presenting a positive social media presence for Galls LLC.
WHAT YOU’LL DO

• Position requires support for Gall’s NPS (Net Promoter Score) feedback, including customer contact, problem resolution and follow up.
• Customer support is required in the form of task work, special projects, escalations, etc conducted by the Office of the Customer.
• Monitor social media platforms for customer interactions. Identify customer service opportunities and react based on company’s guidelines
• General Purpose: Assist customers by answering questions, and provide updates on their questions on service or delivery issues or thank them for their review comments on various forums
• Servicing customers on Facebook, Twitter, Instagram pages as well as other social platforms and digital forums such as reddit.com
• Answer inbound comments from customers in need of assistance from Social Media platforms including Facebook, Twitter, Instagram,
• Create and manage cases for customers needing more complex assistance to be resolved by the Office of the Customer
• Manage existing case load, complete follow-up tasks and achieve operational metrics
• Adhere to standard work processes and contribute to efficiencies and improvements when possible
• Effectively and accurately document customer interaction
• Provide proactive support to consumers requesting assistance with their order or questions on products. Reach out to internal resources to prepare more in-depth or accurate answer to the customer queries on various social media platforms
• Participate in any required training/industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required
• Provide exceptional customer-centric service to all internal and external customers
• Adhere and contribute to defining processes that produce best-in-class social consumer care experiences, focusing on constant improvement and a value-based approach
• Utilize correct tools to efficiently manage concurrent activities
• Position requires support for Gall’s NPS (Net Promoter Score) feedback, including customer contact, problem resolution and follow up.
• Customer support is required in the form of task work, special projects, escalations, etc conducted by the Office of the Customer.

WHAT YOU BRING

• 1 (+) year experience in customer service-related profession
• Computer navigation and typing proficiency
• Strong reading comprehension and written communication skills
• Strong attention to detail, empathy toward serving customers and patience are key traits to succeed in this role
• Bachelor’s degree (Business, Communications, Marketing, Journalism, Technology (ITSM))

WHAT TO SEND OUR WAY

• Your resume, highlighting your education, experience, and skills
• Why you want to be a part of the Galls family

WHAT WE OFFER

• Excellent medical/dental and vision coverage— Eligible 1st day of the month after start date
• 401(k) retirement plan with company contribution (because you will retire someday)
• Flexible benefits—choose what you like, ignore the rest
• Generous employee discount
• Vacation and Personal Time
• Paid Holidays
• Tuition reimbursement
• Day Shifts Only

Galls is an Equal Opportunity Employer of people from all walks of life, including persons with disabilities and veterans. Galls is passionately committed to diversity and inclusion in all that we do.We invite you to join our team, grow with us and contribute by bringing your authentic, best self to work.